Omnichannel text - based routing, transfer, and communication system with smart masking of personal information

ABSTRACT

A system and method for omnichannel text-based routing, transfer, and customer-to-enterprise communications with smart masking of personal information. The system is a cloud-based network containing an interaction control server, a routing engine, an optimization engine, a media translation server, a mobile application, a business entity portal, mobile and compute devices for business enterprise and customer, and an enterprise database. Taken together or in part, said system optimizes customer interactions by delivering context aware text message, chat or email to customers; and when requested by customer, optimally routes with context, based upon a multitude of variables, to best available resource to handle the customer interaction. The system may be accessed through web browsers or purpose-built computer and mobile phone applications.

CROSS-REFERENCE TO RELATED APPLICATIONS

Priority is claimed in the application data sheet to the followingpatents or patent applications, each of which is expressly incorporatedherein by reference in its entirety:

-   -   Ser. No. 17/875,402    -   Ser. No. 17/349,659    -   Ser. No. 17/348,660    -   Ser. No. 17/344,695    -   Ser. No. 17/229,251    -   No. 63/166,391    -   Ser. No. 17/209,474    -   Ser. No. 17/208,059    -   Ser. No. 17/191,977    -   Ser. No. 17/190,260    -   Ser. No. 17/153,426    -   No. 62/965,626    -   No. 62/963,368    -   No. 62/963,379    -   No. 63/040,610    -   No. 63/025,287    -   No. 63/022,190    -   No. 62/994,219    -   63/154,357

BACKGROUND OF THE INVENTION Field of the Art

The disclosure relates to the field of computer-based communicationsystems, routing and optimization and artificial intelligent systems,and more particularly to the field of computerized routing andoptimization systems using speech recognition as related to omnichannelcommunications.

Discussion of the State of the Art

Business enterprises often communicate with their customers in a siloednon-contextual approach offering one generic customer experience forin-store interactions; another for Internet website accessed via a fixedcompute device; and yet another experience from a mobile device. In eachcase, generic communications modes are made available to the customerrequiring them to navigate various screens and options when all theyreally want is assistance with their pre- or post-sales transaction froma resource knowing their unique history using a communication mode oftheir choosing. Moreover, when a customer does require assistance withtheir transaction, they want to accomplish it without introducingunnecessary delay while using their preferred mode of communication,whether text, chat, or email. From the business enterprise perspective,they are often already heavily invested in traditional call centerssystems and human resources (agents) and therefore drive their customersto these resources when oftentimes better resources existing outside thecall center. The end result is often a near-term suboptimal experiencefor the customer and potential loss of sale and long-term viability forthe business.

There is currently no system that optimizes an omnichannel customercommunication across all business enterprise resources that addressthese shortcomings.

What is needed is a system and method for optimized omnichannel customerinteraction utilizing text-based communication resulting in short- andlong-term business competitive advantage and viability, that safelymasks personal information for user privacy according to configurablerules and preferences.

SUMMARY OF THE INVENTION

Accordingly, the inventor has conceived, and reduced to practice, asystem and method for omnichannel text-based routing, transfer, andcustomer-to-enterprise communications with smart masking of personalinformation. The system is a cloud-based network containing aninteraction control server, a routing engine, an optimization engine, amedia translation server, a mobile application, a business entityportal, mobile and compute devices for business enterprise and customer,and an enterprise database. Taken together or in part, said systemoptimizes customer interactions by delivering context aware textmessage, chat or email to customers; and when requested by customer,optimally routes with context, based upon a multitude of variables, tobest available resource to handle the customer interaction. The systemmay be accessed through web browsers or purpose-built computer andmobile phone applications.

According to a first preferred embodiment, a system for smart masking ofpersonal information, comprising: an interaction control servercomprising a first plurality of programming instructions stored in amemory of, and operable on a processor of, a computing device, whereinthe first plurality of programming instructions, when operating on theprocessor of the computing device, cause the computing device to:receive a first electronic request from a first user device to establisha voice-based connection from the first user device to a second userdevice, the second user device being an enterprise resource associatedwith an enterprise; instantiate a voice-based interaction between thefirst user device and the second user device to fulfill the firstelectronic request from the first user device; send the voice-basedinteraction to a media translation server; and store a first pluralityof details about the voice-based interaction to an interaction database;a media translation server comprising a third plurality of programminginstructions stored in a memory of, and operable on a processor of, thecomputing device, wherein the third plurality of programminginstructions, when operating on the processor of the computing device,cause the computing device to: retrieve a plurality of masking rulesfrom a database, each of the retrieved plurality of masking rulescomprising a plurality of rule definitions and being selected forretrieval based at least in part on the voice-based interaction; apply aplurality of rule definitions from at least one of the plurality ofmasking rules to information associated with the voice-basedinteraction; and establish a real-time voice stream between the firstuser device and the second user device, is disclosed.

According to a second preferred embodiment, a method for smart maskingof personal information, comprising the steps of: receiving a firstelectronic request from a first user device to establish a voice-basedconnection from the first user device to a second user device, thesecond user device being an enterprise resource associated with anenterprise; instantiating a voice-based interaction between the firstuser device and the second user device to fulfill the first electronicrequest from the first user device; retrieving a plurality of maskingrules from a database, each of the retrieved plurality of masking rulescomprising a plurality of rule definitions and being selected forretrieval based at least in part on the voice-based interaction;applying a plurality of rule definitions from at least one of theplurality of masking rules to information associated with thevoice-based interaction; establishing a real-time voice stream betweenthe first user device and the second user device; and storing a firstplurality of details about the voice-based interaction to an interactiondatabase, is disclosed.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

The accompanying drawings illustrate several aspects and, together withthe description, serve to explain the principles of the disclosedembodiments. It will be appreciated by one skilled in the art that theparticular arrangements illustrated in the drawings are merelyexemplary, and are not to be considered as limiting of the scope of theclaims herein in any way.

FIG. 1A is a system diagram of an omni-channel text-based communicatorplatform with TCPA compliant mobile device.

FIG. 1B is a method diagram of an omni-channel text-based communicatorplatform with TCPA compliant mobile device.

FIG. 1C is a system diagram of an advertisement campaign tracking andmanagement system using an adaptive ad campaign manager.

FIG. 2 is a system diagram of a standard TV ad campaign system managedregionally without using an adaptive ad campaign manager.

FIG. 3 is a system diagram of an email ad campaign system without usingan adaptive ad campaign manager.

FIG. 4 is a system diagram of a social media ad campaign system withoutusing an adaptive ad campaign manager.

FIG. 5 is a method diagram illustrating steps for defining, altering,and executing ad campaigns on multiple platforms and mediums using anadaptive ad campaign manager.

FIG. 6 is a method diagram illustrating steps for specifying a TV adcampaign using an adaptive ad campaign manager, according to a preferredaspect.

FIG. 7 is a method diagram illustrating steps for specifying an email adcampaign using an adaptive ad campaign manager, according to a preferredaspect.

FIG. 8 is a method diagram illustrating steps for specifying a socialmedia ad campaign using an adaptive ad campaign manager, according to apreferred aspect.

FIG. 9 is a method diagram illustrating users interacting with TV adsusing an adaptive ad campaign manager, according to a preferred aspect.

FIG. 10 is a method diagram illustrating users interacting with emailads using an adaptive ad campaign manager, according to a preferredaspect.

FIG. 11 is a method diagram illustrating users interacting with socialmedia ads using an adaptive ad campaign manager, according to apreferred aspect.

FIG. 12 is a system diagram illustrating a Near-Field Communications(“NFC”) device broadcasting a referral link programmed into it,according to an aspect.

FIG. 13 is a method diagram illustrating methods for a NFC device tobroadcast a referral link programmed into it and a mobile device act onthe received link, according to an aspect.

FIG. 14 is a system diagram illustrating a computer device such as alaptop, desktop, or mobile phone, utilizing a referral link, for thepurposes of a mobile device detection system to differentiate betweenmobile phones and non-mobile devices, such as personal computers,according to a preferred aspect.

FIG. 15 is a flowchart illustrating steps for a computer device such asa laptop, desktop, or mobile phone, utilizing a referral link, beingcategorized so that an appropriate referral link is sent to therequesting device, according to a preferred aspect.

FIG. 16 is a block diagram illustrating an exemplary hardwarearchitecture of a computing device.

FIG. 17 is a block diagram illustrating an exemplary logicalarchitecture for a client device.

FIG. 18 is a block diagram showing an exemplary architecturalarrangement of clients, servers, and external services.

FIG. 19 is another block diagram illustrating an exemplary hardwarearchitecture of a computing device.

FIG. 20 is a message flow diagram illustrating the flow of messages andoperations from a campaign manager specifying and serving a televisionadvertisement, to a user completing all interactions with thatadvertisement and all intermediate steps, according to an embodiment ofthe invention.

FIG. 21 is a message flow diagram illustrating the flow of messages andoperations from a campaign manager specifying and serving an email-basedadvertisement, to a user completing all interactions with thatadvertisement and all intermediate steps, according to an embodiment ofthe invention.

FIG. 22 is a message flow diagram illustrating the flow of messages andoperations from a campaign manager specifying and serving a social mediaadvertisement, to a user completing all interactions with thatadvertisement and all intermediate steps, according to an embodiment ofthe invention.

FIG. 23 is a message flow diagram illustrating the flow of messages andoperations from a campaign manager specifying and embedding a referrallink in an NFC beacon, to a user completing all interactions with thatlink and all intermediate steps, according to an embodiment of theinvention.

FIG. 24 is a method diagram illustrating the function of an applicationcapable of providing enhanced identity verification, according to anembodiment.

FIG. 25 is a diagram illustrating the function of an NFC beacon smartorder link, according to an embodiment.

FIG. 26 is a block diagram representation of an example of anenvironment for use with an embodiment of an adaptive ad campaignmanagement system.

FIG. 27 is a flow chart representation of a method of using anembodiment of an adaptive ad campaign management system to create an adcampaign.

FIG. 28 is an illustration of an example of a Vehicle Details Page(“VDP”) generated by an embodiment of an adaptive ad campaign managementsystem for display on a customer computing device including anembodiment of a tap button indicator.

FIG. 29 is an illustration of an example of a VDP generated by anembodiment of an adaptive ad campaign management system for display on acustomer computing device including an embodiment of a call initiator.

FIG. 30 is an illustration of an example of a VDP generated by anembodiment of an adaptive ad campaign management system for display on acustomer computing device including an embodiment of a text messageinitiator.

FIG. 31 is a flow chart representation of an example of a method ofresponding to an activation of a call initiator on a product descriptionpage displayed on a customer computing device using an embodiment of anadaptive ad campaign management system.

FIG. 32 is a flow chart representation of an example of a method ofresponding to an activation of a call initiator on product descriptionpage displayed on a customer computing device using an embodiment of anadaptive ad campaign management system.

FIG. 33 is a flow chart representation of an example of a method ofresponding to an activation of a text message initiator on a productdescription page displayed on a customer computing device using anembodiment of an adaptive ad campaign management system.

FIG. 34 is a flow chart illustrating the use of an automotive adcampaign being utilized for both generic and highly tailored,user-specific interactions, while generating deep analytics of adinteractivity, according to an embodiment.

FIG. 35 is a diagram of a system for adaptive advertisement within amobile application, according to an embodiment.

FIG. 36 is a method diagram for a system of adaptive advertisementwithin a mobile application, according to an embodiment.

FIG. 37 is a message flow diagram for a system of adaptive advertisementwithin a mobile application, according to an embodiment.

FIG. 38 is a flowchart showing an exemplary conversion of SMS, voice,and email data, for an exemplary automotive dealer interaction.

FIG. 39 is a diagram of a system for adaptive advertisement within amobile application using speech recognition, according to an embodiment.

FIG. 40 is a method diagram for a system of adaptive advertisementwithin a mobile application using speech recognition, according to anembodiment.

FIG. 41 is a message flow diagram for a system of adaptive advertisementwithin a mobile application using speech recognition, according to anembodiment.

FIG. 42 is a system diagram of an interaction control system.

FIG. 43 is a system diagram of a routing system.

FIG. 44 is a system diagram of a media translation system.

FIG. 45 is a method diagram illustrating interaction control between twouser devices, according to an embodiment.

FIG. 46 is a method diagram illustrating interaction routing between twouser devices, according to an embodiment.

FIG. 47 is a method diagram illustrating media translation andcommunication between two user devices, according to an embodiment.

FIG. 48 is a method diagram illustrating transfer of communication fromone user device to another user device, according to an embodiment.

FIG. 49 is a method diagram illustrating voice communication from oneuser device to a voicemail system with a subsequent text-basedcommunication from another user device, according to an embodiment.

FIG. 50 is a method diagram illustrating authentication of TCPAcompliant mobile device with an interaction control system, according toan embodiment.

FIG. 51 is a method diagram illustrating routing of communicationsbetween a customer and one or more agents, according to an embodiment.

FIG. 52 is a method diagram illustrating omnichannel conversion to SMSbetween a customer and one or more agents, according to an embodiment.

FIG. 53 is a system diagram of an omni-channel text-based communicatorplatform comprising an API and URL/UI generator.

FIG. 54 is a method diagram illustrating omni-channel text-basedcommunicator platform integration with third-party ad campaigns.

FIG. 55 is a diagram of a customer's mobile device showing anadvertisement with a call-to-action communication initiator.

FIG. 56 (PRIOR ART) is a flow diagram of current methods used to receivea digital coupon from a business using a website.

FIG. 57 is a flow diagram of an exemplary method used to receive adigital coupon from a business using a tap-to-text button on a website.

FIG. 58 is a flow diagram of an exemplary method for smart masking ofpersonal information according to configured rules.

FIG. 59 is a flow diagram of an exemplary method for scope-based maskingof personal information.

FIG. 60 is a flow diagram of an exemplary method for masking personalinformation using substituted information.

FIG. 61 is a flow diagram of an exemplary method for masking personalinformation consistently for use with user-specific services.

DETAILED DESCRIPTION OF THE DRAWING FIGURES

The inventor has conceived and reduced to practiced, a system and methodfor omnichannel text-based routing, transfer, and customer-to-enterprisecommunications with smart masking of personal information. The system isa cloud-based network containing an interaction control server, arouting engine, an optimization engine, a media translation server, amobile application, a business entity portal, mobile and compute devicesfor business enterprise and customer, and an enterprise database. Takentogether or in part, said system optimizes customer interactions bydelivering context aware text message, chat or email to customers; andwhen requested by customer, optimally routes with context, based upon amultitude of variables, to best available resource to handle thecustomer interaction. The system may be accessed through web browsers orpurpose-built computer and mobile phone applications.

According to one embodiment, the system comprises an application thatallows a user who has viewed an advertisement on a non-interactivemedium to speak one or more words dictated by the advertisement into theapplication in order to receive business incentives. A speechrecognition engine recognizes the words spoken into the application andmatches the words to the relevant advertisement and delivers atext-based incentive to the user. Furthermore, with the potentialcustomer's phone number now available, an omnichannel text-basedcommunicator may now send other advertisements, reminders (such as touse the incentive), and communications to the user of the application.

According to one embodiment, a system and method for allowing seamlessintegration of an omni-channel communication platform into third-partyad campaigns is disclosed. An omni-channel communication platformcomprises an interaction control system, an interaction routing system,and a media translation system. Users perform function calls via anapplication programming interface (API) to a URL generator in order toreceive a custom redirect URL that may be hosted on a user'sadvertisement. The redirect URL intercepts customer interactions withthat advertisement and allows the customer and user to communicationover the customer's and user's preferred method, converting the user'scommunication technology to the customer's communication technology andvice-versa. Furthermore, the user may request a generated user-interfacegraphic that is associated with the redirect URL via the same or adifferent function call.

According to one embodiment, the embodiment allowing seamlesscommunication between customers using a web chat integrated into awebpage and business representatives receiving and replying to thecustomer's web chat messages via text messaging over a mobile device.The system and method used an omnichannel text-based communicator thatintegrates omnichannel communications and converts the communicationsinto other formats of electronic messages. According to variousembodiments, a consumer views one or more forms of advertisement, e.g.,webpage banner, Internet browser popup, billboard, poster, business cardwith QR code, etc., and initiates interest in the product of service theadvertisement is promoting. The advertisement may be static or dynamicdepending on the medium used. Dynamic (electronic-based) advertisementsmay change in real-time based on a variety of factors not limited to,audience, time, location, device, facial recognition, etc. Initiation ofinterest by the customer (i.e., sales lead) may also take many forms.Non-interactive mediums such as posters, billboards, and flyers may havea specific phone number to call or QR code which auto populates a phonenumber or text on the users mobile device and upon the user activating,the system will autogenerate a text-based communication to be sent tothe caller in response. Electronic advertisements may have a button,hyperlink, or swipe function to auto generate a communication with thesystem. Some advertisements may be limited to one or more communicationmethods, other advertisements may allow for all forms of communication.Communication methods used may be SMS, social media messaging, webchat(chatting over Internet communication protocols such as HTTP), phonecall, etc. Some embodiments make use of a chatbot, utilizing ArtificialIntelligence (AI), or natural language processing, or third partyservices that initiates a conversation with the user after the user hasinteracted with the advertisement or initiated contact. The chatbot mayask a series or questions related to the product or service in question.These questions may be stored in a database, predetermined, however,other embodiments anticipate natural language processing to respondin-kind to the user's questions. The chatbot may recognize when acustomer does not want to answer the questions posed and initiate atransfer to a sales agent for the desired product or service. However,in any situation, any and all pertinent information collected by thechatbot is forwarded to the sales agent thus increasing the salesagent's awareness and saving time for the customer.

As one example, the omnichannel text-based communicator receives one ormore of the various forms of communication (e.g., text, call, webchat,etc.) from a customer via the customer's mobile device about someproduct or service. This communication triggers a message, typically aSMS message but may comprise other forms of messaging, to be sent to thecustomer's device with further information about the product and serviceas well as a follow up questions from an automated chatbot. This chatbotuses AI to communicate with the customer and request information fromthe customer such as desired product features, price range, location, orother metrics relating to the customer and the product or service. Afterthis automated chatbot experience, the customer is presented with one ormore communication options to continue the conversation with a realperson, i.e., an agent or sales staff. The system finds an availableagent via one or more methods such as a round-robin style searchfunction, wherein an ordered list of agents is iterated over until anavailable agent is found. The time between attempts to contact an agentis referred to as a timeout. The duration of a timeout can be set asdesired and may be implemented in any routing algorithm, e.g.,sequential, percentage-based, as needed. Once an agent has accepted, theconversation communication will be transferred and any pertinentinformation collected from the chatbot experience (may be metadata,customer profile information, desired product features, etc.) will beforwarded to the sales agent via the agent's or business preferredcommunication method. This enhances sales lead acquisition, retention,and closes.

According to one embodiment, an advertisement (e.g., webpage) for avehicle is seen by a potential customer. A tap text link—a URL thatrequests the customer's phone number—is present on the advertisement.The potential customer clicks on the tap text link and enters theirphone number. The phone number and vehicle information are received bythe system which then triggers the chatbot to respond to the potentialcustomer. The chatbot follows up with questions regarding credithistory, location, trade-ins, down payments, and/or anything that may bedesired information by a vehicle dealership. Additionally, all follow upquestions are related to the specific vehicle due to the transmission ofone or more unique identification numbers associated with theadvertisement the customer clicked the tap text link from. Once theseries of questions are complete, or upon request from the customer, thesystem forwards the potential customer to a sales agent along with anyand all pertinent information collected. A series of methods aredescribed herein allowing various methods to choose which sales agentreceives which call and in what priority. The chatbot may generate amessage to the customer with a link or button allowing the customer toauto-populate their communication device with the sales agent's contactinformation. The contact information may or may not be the actualinformation of the sales agent as the system may mask all customer andsales agent uniquely identifying information for compliance withstandards. All interactions and information collected may be stored inan analytics database for further use.

According to one embodiment, when a customer is using an electronicdevice such as a laptop, desktop, cellular smartphone, and other likedevices, the customer may be presented with a button or hyperlink totext, message, or webchat with a live representative. According to thisembodiment, the omnichannel text-based communicator receives the choiceof communication method (text, message, email, or webchat) from thecustomer and facilitates an immediate real-time conversion from thecustomer's preferred method of communication to SMS (or other mobiledevice messaging service e.g, MMS, imessage, RCS). For example, if thecustomer desired to use an Internet browser chat window, message inputthere from the customer will be converted to the messaging service ofthe live agent without the need for the agent to be on the same Internetbrowser chat service. Another example is if a customer desired toconverse over emails, the email content will be converted to the agent'spreferred message service format and replies from the agent to thecustomer will be converted into emails. Phone numbers and otheridentifying information is masked by the omnichannel text-basedcommunicator.

The conversion of web chat—which is sometimes referred to as livesupport software, is a chat software integrated into a website to allowcustomers to chat with the business representative or the website owner.Live support on a web chat channel can be provided by both human agentsas well as virtual agents and chatbots. In many cases, both humans andlive chat tools work in tandem to improve the digital customerexperience. Furthermore, web chat is a type of Internet online chatdistinguished by its simplicity and accessibility to users who do notwish to take the time to install and learn to use specialized chatsoftware. Considering the ease of use and popularity of web chat,various embodiments described herein directly convert web chat entriesfrom a customer to SMS messages (or any other type of messagingprotocol) sent to a mobile device, typically used by a business agent.Messages sent from the mobile device are converted into web chat entriesfor the customer to view in the web chat screen.

One or more different aspects may be described in the presentapplication. Further, for one or more of the aspects described herein,numerous alternative arrangements may be described; it should beappreciated that these are presented for illustrative purposes only andare not limiting of the aspects contained herein or the claims presentedherein in any way. One or more of the arrangements may be widelyapplicable to numerous aspects, as may be readily apparent from thedisclosure. In general, arrangements are described in sufficient detailto enable those skilled in the art to practice one or more of theaspects, and it should be appreciated that other arrangements may beutilized and that structural, logical, software, electrical and otherchanges may be made without departing from the scope of the particularaspects. Particular features of one or more of the aspects describedherein may be described with reference to one or more particular aspectsor figures that form a part of the present disclosure, and in which areshown, by way of illustration, specific arrangements of one or more ofthe aspects. It should be appreciated, however, that such features arenot limited to usage in the one or more particular aspects or figureswith reference to which they are described. The present disclosure isneither a literal description of all arrangements of one or more of theaspects nor a listing of features of one or more of the aspects thatmust be present in said arrangements.

Headings of sections provided in this patent application and the titleof this patent application are for convenience only, and are not to betaken as limiting the disclosure in any way.

Devices that are in communication with each other need not be incontinuous communication with each other, unless expressly specifiedotherwise. In addition, devices that are in communication with eachother may communicate directly or indirectly through one or morecommunication means or intermediaries, logical or physical.

A description of an aspect with several components in communication witheach other does not imply that all such components are required. To thecontrary, a variety of optional components may be described toillustrate a wide variety of possible aspects and in order to more fullyillustrate one or more aspects. Similarly, although process steps,method steps, algorithms or the like may be described in a sequentialorder, such processes, methods and algorithms may generally beconfigured to work in alternate orders, unless specifically stated tothe contrary. In other words, any sequence or order of steps that may bedescribed in this patent application does not, in and of itself,indicate a requirement that the steps be performed in that order. Thesteps of described processes may be performed in any order practical.Further, some steps may be performed simultaneously despite beingdescribed or implied as occurring non-simultaneously (e.g., because onestep is described after the other step). Moreover, the illustration of aprocess by its depiction in a drawing does not imply that theillustrated process is exclusive of other variations and modificationsthereto, does not imply that the illustrated process or any of its stepsare necessary to one or more of the aspects, and does not imply that theillustrated process is preferred. Also, steps are generally describedonce per aspect, but this does not mean they must occur once, or thatthey may only occur once each time a process, method, or algorithm iscarried out or executed. Some steps may be omitted in some aspects orsome occurrences, or some steps may be executed more than once in agiven aspect or occurrence.

When a single device or article is described herein, it will be readilyapparent that more than one device or article may be used in place of asingle device or article. Similarly, where more than one device orarticle is described herein, it will be readily apparent that a singledevice or article may be used in place of the more than one device orarticle.

The functionality or the features of a device may be alternativelyembodied by one or more other devices that are not explicitly describedas having such functionality or features. Thus, other aspects need notinclude the device itself.

Techniques and mechanisms described or referenced herein will sometimesbe described in singular form for clarity. However, it should beappreciated that particular aspects may include multiple iterations of atechnique or multiple instantiations of a mechanism unless notedotherwise. Process descriptions or blocks in figures should beunderstood as representing modules, segments, or portions of code whichinclude one or more executable instructions for implementing specificlogical functions or steps in the process. Alternate implementations areincluded within the scope of various aspects in which, for example,functions may be executed out of order from that shown or discussed,including substantially concurrently or in reverse order, depending onthe functionality involved, as would be understood by those havingordinary skill in the art.

Conceptual Architecture

FIG. 1A is a block diagram illustrating an exemplary system architecture160 for an omnichannel text-based communicator system and FIG. 1B is anexemplary method diagram thereof. According to a preferred aspect,system 160 comprises an interaction control system 4200, a routingsystem 4300, a media translation system 4400, and databases 155.Customers 170 and their user mobile device(s) 130, agents 175, 177 andtheir business user mobile device(s) 132, other business user device(s)134, and TCPA compliant mobile device(s) 136 used by agents 175, 177,may connect to omnichannel text-based communicator system 160, typicallyvia a cellular phone network 122, although connections may be madethrough other means, as well, such as through the Internet 125 via aWi-Fi router for example. Similarly, customer user compute devices 150may connect to omnichannel text-based communicator system 160 over aLocal Area Network (“LAN”) or Wide Area Network (“WAN”), the Internet125, a direct physical connection to another device, or some othernetwork connection. System 160 may connect to 3^(rd) party or externalsystems or components, such as Customer Relationship Management (“CRM”)systems, Private Branch Exchange (“PBX”), traditional telephony callcenter agents, voicemail systems, and so forth, through 3rd party datagateway 180.

According to an aspect, a business may access a business user mobiledevice 132, business TCPA compliant mobile device 136, or business usercompute device 152 to enter or update a variety of business informationor business operational data that may be stored in a database 155, 172,173. Examples of the types of information or operational data that abusiness may enter include, but are not limited to: business name,branch name, location, types of product or server provided (e.g. vehiclemake/model/year, maintenance/repair/cleaning), item pricing, creditterms, special pricing promotions, business hours of operation,inventory information, promotional information, staff and employeetraining and skill information, and other business operational data.

According to another aspect, TCPA compliant mobile device 136, which isa device that is in compliance with the Telephone Consumer ProtectionAct (TCPA) of 1991, after an initial device power on sequence, mustconnect with interaction control system 4200 and request business user(agent 175) authentication, business user authentication may involveuser data input, user data input may include what the user knowns (e.g.user name, user password, personal identification number, etc.), whatthe user has (e.g. mobile push authenticator, multi-factorauthentication code generated from 3^(rd) party device such as GEMALTO™,GOOGLE AUTHENTICATOR™, or other device), something the user is (e.g.biometric data from retinal scan, fingerprint, DNA sample and the like),or some other verification technique available to those skilled in theart. Once interaction control system 4200 has enabled communication ofbusiness user mobile device 136, business user mobile device may selectcustomer mobile device 130 from an interaction database 155, enterpriseCRM system 172 or other data repository, through 3rd party data gateway180 and request to initiate an interaction through interaction controlsystem 4200. An interaction control system 4200 will initiatecommunication through media translation system 4400 which in turn willmask (“ghost”) business user mobile device 136 from customer use mobiledevice 130, and mask customer user mobile device 130 from business usermobile device 136, setup an interaction between customer user mobiledevice 130 and business user mobile device 136, interaction details maybe logged in database 155.

Similarly, a customer may access customer user compute mobile device 130or customer compute device 150 to create and update user profileinformation that may be stored in database 155, 172. Examples of thetype of information a customer may enter include but are not limited to:name, address, contact information, preferred method of contact (e.g.mobile phone, email), payment (WELLSFARGO™ VENMO™, PAYPAL™) or creditcard information (e.g. VISA™ MASTERCARD™, DISCOVER™) other personalinformation such as interests or hobbies (e.g. playing board gamesincluding but not limited to Backgammon or Go, creative writing, sportscars, growing microgreens, brewing craft beer, camping, hiking and thelike).

Data stored in database 155 may be used by an interaction control system4200, routing system 4300, media translation system 4400, or 3^(rd)party CRM system 172 to optimize business communications betweencustomers and a business entity. Database 155 may take the form of amanaged or unmanaged database, document-oriented database system, or aStructured Query Language (“SQL”) database. Examples of types ofdatabase software that may operate include MYSQL™, ORACLE DATABASE™,MONGODB™, and others. It may exist as a distinct physical device or beoperating on another computing device that may perform other functionsaside from operating, hosting and serving the database 155. If it is adistinct physical device, the database may be connected over a LAN orWAN, the Internet, a direct physical connection to another device, orsome other network connection.

In an aspect, system 160 may be able to determine certain information byaccessing 3rd party data gateway 180 such as a CRM system or CRMdatabase 172, mapping websites and applications. For example, system 160may access an existing CRM system which the business maintains andcontains, for example, customer purchase history, customer preferredcontact method (e.g. mobile phone, e-mail), customer preferred contacttimes, customer previous interaction history and so forth. Further,system 160 may access a publicly available mapping website such asGOOGLE™, which may contain information about the business location,product availability, hours of operation, phone number, etc. Thus, insome aspects, it is not necessary for the business to enter certaininformation through portal, as the information may be automaticallyobtained from 3rd party data gateway 180.

In another aspect, when a customer user mobile device 130 when promptedby a link (tap text link) or call to action 171 connects to interactioncontrol system 4200 and requests to communicate with a businessrepresentative 175 (e.g. salesperson, support specialist, agent etc.),interaction control system 4200 queries database 155, 172 for customerprofile data, interaction control system requests target routinginformation from routing system 4300. Routing system will executerouting script that may query database 155, 173 to access and sendtarget routing information to interaction control system 4200. Aninteraction control system 4200 will send a request to a mediatranslation system 4400 to set up an interaction (i.e., conversations174) between customer user mobile device 130 and business user mobiledevice 132. Upon termination of interaction, which may be initiated bycustomer user mobile device 130, or business user mobile device 132, andacted upon by interaction control system 4200 in concert with mediatranslation system 4400, interaction details may be logged in database155.

In an aspect, when a customer user mobile device 130 connects tointeraction control system 4200 and requests to communicate with abusiness representative (e.g. salesperson, support specialist, etc.),interaction control system 4200 queries database 155 for customerprofile data, interaction control system requests target routinginformation from routing system 4300. Routing system will executerouting script that may query database 155 to access and send targetrouting information to interaction control system 4200. An interactioncontrol system 4200 will send a request to a media translation system4400 to set up an interaction between customer user mobile device 130and business user mobile device 132. Once communication is established,a different business user 134 may necessitate a transfer of theinteraction from business user 132 to business user 134 and a subsequenttermination between the customer user mobile device 130 and businessuser mobile device 132. An interaction transfer 176 may be initiated bycustomer user mobile device 130, or business user mobile device 132, andacted upon by interaction control system 4200 in concert with mediatranslation system 4400, interaction details may be logged in database155. Routing system will execute routing script that may query database155 to access and send target routing information to interaction controlsystem 4200. An interaction control system 4200 will send a request to amedia translation system 4400 to set up an interaction between customeruser mobile device 130 and business user mobile device 134 132.

In another aspect, an interaction transfer may be initiated without theexplicit use of routing system 4300. In this example, business usermobile device 132 may select business mobile device 134 destinationaddress from an interaction database 155, enterprise CRM system or otherdata repository, through 3rd party data gateway 180 and request atransfer through interaction control system 4200. An interaction controlsystem 4200 will initiate transfer through media translation system 4400which in turn will mask (“ghost”) business user mobile device 134 fromcustomer use mobile device 130, and mask customer user mobile device 130from business user mobile device 134, setup an interaction betweencustomer user mobile device 130 and business user mobile device 134 andterminate interaction with business user mobile device 132, interactiondetails may be logged in database 155.

In an aspect, when a customer user mobile device 130 connects tointeraction control system 4200 and requests to communicate via voicewith a business representative (e.g. salesperson, support specialist,etc.); interaction control system 4200 queries database 155 for customerprofile data, interaction control system requests target routinginformation from routing system 4300. Routing system will executerouting script that may query database 155 to determine target resource;and send target routing information to interaction control system 4200.An interaction control system 4200 will send a request to a mediatranslation system 4400 to set up an interaction between customer usermobile device 130 and business user mobile device 132. Media translationsystem may mask information and data so that customer user device 130cannot be identified by business user device 132, and business userdevice 132 cannot be identified by customer user device 130. Shouldbusiness user mobile device 132 not accept the request to connect,interaction control system 4200 may request another enterprise resourcevia the routing system 4300 which in turn will execute routing scriptthat may query database 155 to determine next target resource which willrepeat until all enterprise resources are exhausted (i.e. no enterpriseresource is available to accept the call) or call has been accepted bythe business user mobile device 132. Should all enterprise resources beexhausted, the voice call may be routed to a voicemail systemcorresponding to one of the enterprise resources or a general voicemailbox. When customer user device 130 connects with voicemail box via 3rdparty data gateway 180 and leaves a voicemail, or not, an electronicnotification (e.g. text message) is sent via interaction control system4200 to business user 132 of customer user device 130 failed attempt toconnect with a live enterprise resource. Business user mobile device 132may send an electronic message (e.g. text) to customer user device 130who may accept request or not. If accepted an interaction (e.g. voice,text or other) may be set up between customer user device 130 andbusiness user device 132 via interaction control system 4200 in concertwith media translation system 4400 such that media translation system4400 may mask information and data so that customer user device 130cannot be identified by business user device 132, and business userdevice 132 cannot be identified by customer user device 130; interactiondetails may be logged in database 155 or CRM system via 3rd party datagateway 180 which may be made available for future reporting andanalytics.

In some other aspect, routing system 4300, through business user mobiledevice 132, may provide information to the business user of upcomingstaffing needs which the business user may accept or decline. If thebusiness has entered information such as incentive pay, routing system4300 may use that information to offer the business staff additionalmonetary or other incentives (e.g. future vacation day with pay) toaccept a shift schedule. Such incentives may be adjusted for busyperiods at the business, either automatically based on the business'shistory as stored in a database 155, or by retrieving information storedin a database 155 that has been manually entered by the business throughbusiness compute device 152 or business mobile device 132.

Now turning our attention to FIG. 42 illustrating an exemplary blockdiagram architecture for an interaction control system 4200. Accordingto an aspect, an interaction control system 4200 comprises interactioncontrol server 4218, ad server gateway 4210, user device gateway 4212,routing gateway 4216, user profile data 4220, interaction data 4222,attribution data 4224, and interaction setup data 4228. In operation,interaction control server 4218 may connect, for a bi-lateral dataexchange, between ad server gateway 4210, user device gateway 4212,routing gateway 4216; may receive user profile 4220, interaction data4222, attribution data 4222; may provide as output call interaction data4228.

In an aspect, customer mobile user device 130 that may include a smartphone, or table device, or similar user device capable of sending andreceiving electronic messages, may receive a CTA electronic message(e.g. text, chat, email or other electronic message format) frominteraction control server 4218 via user device gateway 4212 whichabstracts away any potential communication protocol (e.g. HTTP, RTP,SMS, SIMPLE, TCP, UDP or other protocols that may be in use) that mayexist between interaction control server 4218 and customer user mobiledevice 130 or customer user compute device 150. A CTA may include a linkto an online retail portal, a referral to a product or service website,directions to a store, discount coupon code, or some other informationor content that may cause the customer to act in some way, for exampletapping on an electronic picture, clicking on a link or the like; andmay be a result of an advertisement campaign or some other indicationthat a customer may be interested in further engagement with businessentity. Upon receiving CTA, a customer through user mobile device 130may indicate desire to further engage with business by interacting withCTA which may include clicking or tapping on electronic message or someother means that will result in an electronic notification beingreceived by interaction control server 4218. An interaction controlserver 4218 upon receiving notification from customer user mobile device130, may access customer user profile data 4220, customer profile datamay include name, address, phone number, email, preferred contactmethod, historical purchase information, customer tiering level (e.g.bronze, silver, gold), personal information (e.g. marital status, numberof dependents, net worth, interests/hobbies) or other data that may havebeen directly provided by customer or obtained by other means includinga business CRM system accessible via 3rd party data gateway 180, and mayaid the business in optimally handling the customer request to engagewith the business; may access interaction data 4222, interaction datamay include but is not limited to interactions that customer haspreviously had with business, brand, product, or if available competitorbusiness, brand or product, product or service purchased, amount ofpurchase, prior communications (e.g. text, chat, email, snail mail,voice call, call center interaction, in-person, telegram or othercommunication that may be in use) with business or business partner; mayaccess attribution data 4224, attribution data may include advertisingcampaigns run including media channel (e.g. TV, social media, near-fieldcommunication, in-store offers, targeted email), dates and times of adcampaigns, aggerate sales data associated with each advertisingcampaign, customer-specific sales outcome and any other data related tomedia and marketing efforts and associated business sales outcomes. Onceinteraction control server 4218 has a complete data set of thebusiness-customer relation, this is sent along with a route request viarouting gateway 4216 to routing system 4300.

In another aspect, ad server gateway 4210 may provide referralinformation of a customer interested in receiving additional information(aka CTA) from said business to interaction control server 4218,referred information may include customer name, contact information,business name, product or service of interest any other data that may beof use to optimize communication and business outcomes between customerand business.

Referring now to FIG. 43 illustrating an exemplary block diagramarchitecture for a routing system 4300. According to an aspect, arouting system 4300 comprises interaction routing 4310 subsystem andoptimization 4330 subsystem. An interaction routing 4310 subsystemfurther comprising a routing engine 4320, routing repository 4312,calendar availability 4314, routing scripts 4316, 3^(rd) party datagateway 4318, analytics data 4322, target route information 4324. Anoptimization 4330 subsystem further comprising optimization engine 4340,attribution data retriever 4332, call-to-action data retriever 4336 andinteraction data retriever 4334.

In operation, routing engine 4320 may connect, for a bi-lateral dataexchange between optimization engine 4340; may receive routingrepository 4312, calendar availability 4314, interaction history 4316,3^(rd) party data gateway 4318, analytics data 4318; and provide targetroute information 4324. An optimization engine 4340 may connect forbi-lateral data exchange with routing engine 4320, attribution dataretriever 4332, interaction data retriever 4334, and call-to-action dataretriever 4336.

In an aspect, routing engine 4320 receives a route request frominteraction control server 4218, routing engine may execute routinglogic that may be implemented within routing script 4316, routing logicmay take into account sequential, ‘round robin’, or percent-basedallocations to distribute to target or may utilize resource repository4312, resource repository may include available routing resourcesincluding call center agents, traditional IVR, voice portals, AI-drivenchatbots or voice portals, non-traditional agent sources including salespersonnel, field sales, support specialist or other resources that maybe able to interact with customer; may utilize calendar availability4314, calendar availability may include available time from targetroutable resources (e.g. sales person, support specialist), calendarsystems may in 3^(rd) party systems such as MICROSOFT OUTLOOK™, GOOGLECALENDAR™, LOTUS NOTES™ SALESFORCE™ CRM, SUGAR™ CRM; may utilizeanalytics data 4322, analytics data may include operational data, salesdata, customer data or any other data that may assist with routingdecisions; generate target route information 4324, target routeinformation may include resources from business entity traditional callcenter including but not limited to: traditional phone-based agents,multi-media (including email, chat, text) agents, AI-based ortraditional interactive voice response (“IVR”) systems, AI-driven chatbots or speech bots; non-traditional resources including but not limitedto field sales and support or other resources that have access to usermobile devices 132 or business compute device 152 and may includeresource name (e.g. Jim Johnson), title (e.g. car sales advocate),destination address (e.g. 360.867.5309), and any other information thatmay be useful in delivering interaction; and provide results tointeraction control server 4218 to determine optimal target to delivercustomer interaction.

In another aspect, routing logic may be implemented within routingscript 4316 and use Artificial Intelligence (“AI”) techniques known tothose skilled in the art including deep learning algorithms andincorporate data resources as listed in previous paragraph along with anarray of other factors including but not limited to time-of-day,day-of-week, store hours, resource availability, service levelrequirements, previous customer interaction and transactions, customertiering structure, data from 3^(rd) party systems including but notlimited to CRM systems, location-based services, weather-services and soforth.

Note that this example is simplified for clarity, and that routingsystem 4300 may employ a much broader set of factors and variables, asdescribed elsewhere herein. The optimization engine 4340 may use anynumber of optimization algorithms, including machine learning algorithmsor others known in the art, to find routing targets to optimize businessoutcomes based upon a large number of variables presented.

Referring now to FIG. 44 illustrating an exemplary block diagramarchitecture for a media translation system 4400. According to anaspect, a media translation system 4400 comprises media translationgateway 4418, media translation server 4428. A customer user mobiledevice 130, other customer compute device 150, or a business user mobiledevice 132 may connect via a cellular network 122 and establish abi-lateral data exchange.

In operation, when the media translation gateway 4418 receives callinteraction data 4228 from interaction control server 4218, it willestablish interaction control legs between business user mobile device132 and customer user mobile device 130 masking any identifyinginformation of customer or customer user mobile device 130 and ofbusiness user mobile device 132 such that neither business user mobiledevice 132 nor customer user mobile device 130 will know the particularidentity of the device. In some aspects, the customer user mobile 130device or business user mobile device 132 may be allowed to know someinformation about the user endpoints which may be configurable by usersof the system.

In some other aspects, business user mobile device 132 may withoutchanging applications or devices use text messages (e.g. SMS or otherprotocols known to those skilled in the art) to interact with andrespond to customer mobile device 130 or customer user compute device150 through media translation server 4428 which enables mediatranslation from one electronic form (e.g. SMS) of communications toother electronic forms (e.g. SMS, email, chat).

Now consider FIG. 1C illustrating a system diagram exemplifying anadvertisement (“ad”) campaign tracking and management system. A campaigndatabase 105 exists which may take the form of a managed or unmanageddatabase, document-oriented database system, or a SQL database. Examplesof types of database software that may operate include MYSQL™ ORACLEDATABASE™, MONGODB™, and others. It may exist as a distinct physicaldevice or be operating on another computing device that may performother functions aside from operating, hosting and serving the campaigndatabase 105. If it is a distinct physical device, the database may beconnected over a LAN or WAN, the Internet, a direct physical connectionto another device, or some other network connection. A campaign database105 may operate on a compute device which also operates, or connected toa device which operates, an adaptive ad campaign manager 110, which is aspecialized software operating on a compute device such as a personalcomputer or workstation computer, which may execute software, takinguser inputs, and utilizing a network adapter. The operating system ofsuch a computing device may be one of many options available toconsumers and businesses. Networks that an adaptive ad campaign manager110 may connect to may include at least one TV network 115 for thepurpose of being able to serve televised advertisements to customer TVdevices 135, a Cellular Network 122 for the purpose of receiving phonecalls and sending and receiving SMS messages from a user mobile device130 and from third-party SMS servers 140, and the Internet 125 so as toserve advertisements on social media platforms on a social media server145 and serve advertisements via email, websites or individual webpages, or through applications, to customer user mobile device 130 andcustomer user computing devices 150. A user mobile device 130 may be acellular phone or may be another type of mobile device, such as atablet, a smartphone or non-smartphone cellular phone, a personaldigital assistant, or even a personal computer 150 if the computerpossesses a phone number and is capable of receiving phone calls, theuser mobile device 130 and computer 150 may then be the same deviceinstead of separate devices as shown. The manner of the advertisementsand data sent from the adaptive ad campaign manager 110 to the networksmay include audio data, visual data such as video or images, textualdata, recipient data, regional specifications, and other common data foradvertisements in applications, online, over TV, and over email.Advertisements may be sent to, and reached by, a mobile device 130 orother computing device 150 through the Internet via email, socialnetworks, or internet browsing, or sent to a TV 135 by a TV network 115.The functionality of a TV 135 may be utilized by a mobile device 130 orother computing device 150, or both, and all functionalities—TVviewership, phone call placement, internet browsing, email viewing, andsocial network access— may be accomplished by a single device over theInternet, or with a combination of Internet, cellular network or PublicSwitched Telephone Network (“PSTN”).

In an aspect, an ad campaign manager 110 may also be part of aredirection server, or operate a redirection service while operating asa server for redirecting phone calls from users, capable of respondingto phone calls from a specified phone number with a stored SMS response.

FIG. 2 is a system diagram of a standard TV ad campaign system managedregionally without using an adaptive ad campaign manager. A TV admanager 205 may be a computing device with software for the creation andmanagement of TV ads, or this may in some cases be done manually, astelevision ads have been created since long before the modern Internetor personal computing became widespread and therefore in someimplementations this process may be done manually with rolls of film orother video data given to a TV network organization. However, in eithercase, the advertisement data or content may be sent to at least oneregional ad network manager 210, for instance a slightly alteredadvertisement or version of an advertisement might be run in twodifferent areas of the United States on national television, at whichpoints the ads are run on the TV networks 215 and viewed on user TV's220. The user may interact with this advertisement on a TV 220 byviewing it, and with their cellular phone 235 or even in some cases aland-line telephone place a phone call over a PSTN 225, or send a textmessage from a user mobile device 235 over a network such as theInternet 230 or the Cellular Network 122 to an SMS server 240 whichhandles the data in an SMS message to forward it to the appropriaterecipient, in this case being a number seen on a TV advertisement. Therecipient may be anything specified by the advertisement, such as a callcenter or phone line for a call-in TV show, or something else entirely,and moreover the advertisement on the TV 220 may have an email addressor website address for a user to navigate to either with a user mobiledevice 235 or with a computing device 245, to complete a transaction,sign up for a service, partake in a poll, or something else as desiredby the advertisement. When a plurality of regional advertisement networkmanagers 210 receive advertisements it is possible for them to differ,for instance different phone numbers may be displayed in otherwisesimilar advertisements, for regional call centers or regional shippingto be more easily accommodated, or for some other purpose that might behelped by region-specific advertising. In some cases a user may have amobile device 235 which is capable of viewing televised broadcasts overthe internet 230 rather than over a traditional TV network 215, withoutthe use of a TV 220, in which case the advertisement would be broadcastover the internet, if the network managers 210 choose to broadcast theadvertisement on the internet 230 as a video and audio stream.

FIG. 3 is a system diagram of an email ad campaign system without usingan adaptive ad campaign manager. A campaign database 310 exists whichmay take the form of a managed or unmanaged database, document-orienteddatabase system, or a SQL database. Examples of types of databasesoftware that may operate include MYSQL™, ORACLE DATABASE™, MONGODB™,and others. It may exist as a distinct physical device or be operatingon another computing device that may perform other functions aside fromoperating, hosting and serving the campaign database 310. If it is adistinct physical device, the database may be connected over a LAN orWAN, the Internet, a direct physical connection to another device, orsome other network connection. An email ad manager 320 may communicatewith a campaign database 310, the connection being either due to beingon the same distinct device or due to a network connection such as aLAN, WAN, an Internet connection, or some other network connection.These communications comprise at least read and write communicationsfrom the ad manager 320 to a campaign database 310. An emailadvertisement may be specified by a user in an ad manager 320 either asa brand-new advertisement or by editing an already-stored advertisement,in either case these advertisements comprising at least an email body,email recipients, and sender address. The body of an email advertisementmay include any combination of any of textual, video, image, and audiodata, may be sent to multiple addresses at once, and may have dynamicdata that changes based on user preferences, status of a user within asubscriber list, user location or IP address, or some other attributethat may be useful for an advertiser to target or alter an ad based on.Email advertisements are sent to an email address or a plurality ofemail addresses over the Internet 330, whereby an email addressrecipient may read the email advertisement often with the use of eitheror both of a mobile device 340 or a computing device 350 such as apersonal computer. It is not required that a recipient actually read theemail, rather than deleting or ignoring an advertisement, nor is itrequired that an advertisement in this embodiment avoid being marked as“spam” by filters in an email service, nor is it required that aspecific email address recipient be a valid email address. It is notrequired in this embodiment that the status of an email as being read ornot be able to be tracked by an ad campaign manager 320. However, it ispossible for the opening of an email to be tracked, for instance throughthe use of a single-pixel image hosted by a server which tracks both theopening and the IP address of the opener, as is done in some emailcampaigns.

FIG. 4 is a system diagram of a social media ad campaign system withoutusing an adaptive ad campaign manager. A campaign database 410 existswhich may take the form of a managed or unmanaged database,document-oriented database system, or a SQL database. Examples of typesof database software that may operate include MYSQL™, ORACLE DATABASE™,MONGODB™, and others. It may exist as a distinct physical device or beoperating on another computing device that may perform other functionsaside from operating, hosting and serving the campaign database 410. Ifit is a distinct physical device, the database may be connected over aLAN or WAN, the Internet, a direct physical connection to anotherdevice, or some other network connection. An ad campaign manager 420connects to the campaign database 410, either on the same device or overa connection to a separate device, to perform at least read and writeoperations on the database, for the purposes of reading stored campaigndata, and writing new campaign data, including both editing a campaignor creating an entirely new ad campaign. Social media advertisementcampaigns may be generated and utilized through a combination of, oronly one of, a Cellular Network 430 and the Internet 450, to deliveradvertisements to users via social media platforms such as but notlimited to FACEBOOK™ TWITTER™, YOUTUBE™, and others. Such advertisementsmay appear on web pages on social media platforms, or in videos, or evensent to users via SMS through the use of an SMS server 440. Another usefor an SMS server is for user responses to advertisements, as certainadvertisements on social media platforms, and certain functionality ofsocial media platforms, utilize SMS messaging either for userverification, or for user options to be set, or for purchases, feedback,and other communication with an advertising campaign manager 420. Acustomer may view these advertisements through the use of either or bothof a user mobile device 460 or a computing device 470 such as a tablet,PC, or hand-held computing device. A social media server 480 is theserver which operates the social network that advertisements may operateon, and may be any server operated by any social network, so long as itprovides a method for advertisements to be uploaded and displayed to thesocial media platform, for instance FACEBOOK™ allows businesses andindividuals to take out advertisements, and in such an embodiment the adcampaign manager 420 may be a third-party device or software, or it maybe the interface offered by FACEBOOK™ to create, edit, and trackadvertisement campaigns on their platform. A plurality of differentsocial networks may be utilized for this form of advertisement,including FACEBOOK™, YOUTUBE™, TWITCH TV™, MYSPACE™ TWITTER™, andothers, and such advertisements may further take place in video streamsrather than solely on social media feeds. Social media advertisementsoften take the form of pre-recorded video and audio recordings playedbefore or during a broadcast, as commonly seen on YOUTUBE™ and TWITCHTV™ platforms, but not only limited to those platforms.

FIG. 53 is a system diagram of an omni-channel text-based communicatorplatform 160 comprising an API 5310 and URL/UI generator 5320/5330. Thisembodiment of an omni-channel text-based communicator platform 160 addsan application programming interface (API) 5310 that is used bythird-party ad campaign management platforms such as GOOGLE ADS™FACEBOOK ADS™, and others like them. It allows third-party ad campaignmanagement platforms to integrate the communication initiator andfunctions thereof into an ad campaign setup process. For example,businesses using GOOGLE ADS™ and FACEBOOK ADS™ for advertising campaignsare instructed to use each platform's step-by-step process to set up anadvertisement. The business fills out a series of fields and options foreach product or service during the process. During one step of theprocess, a business is instructed to type a URL leading to the product'sor service's webpage hosted on the business's domain, i.e., the link forwhich the ad is targeted. The business's domain may, however, be hostedby GOOGLE MY BUSINESS™ and others like it. The aforementioned step isnow appended by a function call of the API 5310, whereby a URL generator5320 takes the input URL and produces a new URL that redirects an adclick through an omni-channel text-based communicator platform 160,essentially intercepting the ad click before forwarding the user to theoriginal input URL. The purpose of the intercepted ad click is toprovide a means for implementing routing and conversion of omni-channelcommunications.

In more detail, the API backend 5310 receives a request via the Internet125 from a user 150/152. This user can be person who has chosen to usethe API 5310 and correctly implements the function calls. The requestincludes the user's original URL that points to the specific product orservice the request is for. The URL generator 5320 generates a new andunique redirect URL and associates both the original and redirect URLstogether and stores them in memory, i.e., a database 155. In the casewhere domain-level restrictions are enforced, boiler-plate HTML codewith a script pointing the redirect URL is generated; the HTML codeallows for the domain-restricted user to redirect to an authorizeddomain before the user is automatically forwarded by the script to theredirect URL. The API 5310 then returns the redirect URL, or HTML codeto the user. Users may then integrate the redirect URL or HTML code asdesired and wait for a customer to interact with the URL link. Uponinitiation triggered by a customer, i.e., clicking or pressing on theredirect URL link or HTML coded webpage, the desired method ofcommunication between the customer (the one who clicked or pressed onthe link) and the user (the one who created the advertisement with therequested redirect URL) is facilitated by the interaction routing system4300 and media translation system 4400.

In other words, the advertisement would allow a user on the frontend tohave the option to text, webchat, or email a business or salesrepresentative directly from the advertisement itself. On the backend,businesses using third-party ad campaign management platforms would nowbe presented with an option during advertisement set up to allow thisomni-channel communication on each advertisement. In particular, eachindividual product and service may comprise a distinct URL redirect thatspecifically allows or limits one or more types of communication or theconversion thereof, directs to a specific salesperson, or other featureof the omni-channel text-based communicator platform 160 as laid out inother present figures as disclosed herein.

Another aspect of the embodiment allows for specific communicatorinitiator buttons inside product or service pages hosted on third-partywebsites, not necessarily a third-party ad campaign. For example,AMAZON™ is a third-party seller of thousands of products, all of whichcould have a unique redirect URL allowing customer's to inquiry about aproduct on the website with either an AMAZON™ representative or themanufacture of the product without ever leaving amazon.com. Whileamazon.com is arguably the most visited North American e-commercewebsite, any e-commerce website, or any website for that matter, may usethe API 5310 to host call-to-action buttons (i.e., communicatorinitiators).

One generic use case is the auto sales industry. Each vehicle may have aunique advertisement with a unique redirect URL containing informationabout the specific ad, that when a customer clicks to communicate withthe business, the business receives that information and is ever-moreprepared to close the sale. A specific use case within the auto salesindustry is a customer interested in a specific used vehicle. During anInternet search on his or her mobile device 5510 for that vehicle, anadvertisement for the vehicle is displayed, the advertisement comprisinga “text us now” button 5520, i.e., link, as shown in FIG. 55 . Thecustomer clicks the “text us now” button and his or her default mobilemessaging application opens with (or without according to one aspect) adefault message prepopulated. The default message may be along the linesof “Hi, I'm interested in specific vehicle.” Wherein the “specificvehicle” is the vehicle from the advertisement. Now, depending on howthe business set up the omni-channel text-based communicator platform160, the incoming text message may go into a round-robin process lookingfor an available salesperson, or may be converted into an email orwebchat, or any combination of communication technologies. The customernever had to leave the advertisement to communicate about the product orservice advertised.

One optional aspect of various embodiment comprises a UI generator 5330.This aspect allows a business to stipulate the desired dimensions,colors, text, and other features of the communication initiator, i.e.,call-to-action button, during the third-party ad campaign managementplatforms advertisement set up procedure. This is made possible byanother API 5310 function call and a UI generator 5330.

FIG. 54 is a method diagram illustrating omni-channel text-basedcommunicator platform integration with third-party ad campaigns. In thefirst step S401, an omni-channel text-based communicator platformreceives a request for a call-to-action (CTA) link, and optionally, acorresponding UI graphic from a third-party ad campaign managementplatform or other entity. Then a check is performed if links to outsidedomains are allowed by the third-party ad campaign platform 5402. If therequest comes from an entity that enforces domain-level restrictions,i.e., links may not point outside specified domains, then theomni-channel text-based communicator platform will generate HTML codecomplete with a script pointing to the generated redirect URL 5404.Otherwise, no HTML code or script is necessary, and a CTA redirect URLis generated 5403. Both steps lead to the generated content beingreturned to the origination of the request via the API, whereby thecontent is inserted, integrated, or otherwise implemented into therequesting party's advertisement 5405. The entity requesting theredirect URL may automate the importing of the redirect URL into theadvertisement or it may be done manually. Subsequently, after theadvertisement comprising the CTA link is live, meaning Internet usersmay see and interact with the advertisement, and an Internet user theninteracts with the advertisement 5406, the omni-channel text-basedcommunicator platform will trigger the appropriate communicationconversions and routing 5407.

FIG. 56 (PRIOR ART) is a flow diagram of current methods used to receivea digital coupon from a business using a website. This diagram is anexample of current methods in the art to give coupons, free trials, andvouchers to customers via email or text. A customer visits a business'swebsite 5601, and sees a button, advertisement, or link for a coupon,free trial, or vouchers. The customer must click on such a link, anexample may be a “free pass” link 5602. Typically, the customer is thentaken to a webpage to fill out a lengthy form to include fields such asfirst name, last name, address, zip code, email, phone number, amongother fields 5603. The customer must then click submit 5604 and wait foran email or text 5605.

FIG. 57 is a flow diagram of an exemplary method used to receive adigital coupon from a business using a tap-to-text button on a website.According to one embodiment, a customer visits a business's website 5701and sees a call-to-action button, i.e., tap-to-text button, for acoupon, free trial, or voucher. The tap-to-text button may be replacedwith other words or graphics such as “Get free pass” button or link5702. The link automatically opens the customer's mobile text messagingapplication with a prepopulated text message to the business, wherebythe customer must simply press “send” 5703. The sent text messagetriggers a return text message 5704 generated by the system comprisingsome form of the coupon, free trial, or voucher. The form may be agraphic sent over multimedia messaging service (MMS), a uniform resourcelocator (URL) link, a QR code, an alphanumeric code, text, or any othertype of media possible to send over a messaging service.

The system by which this method takes place uses the system as laid outin FIG. 1A and other figures. The coupon, free trial, or voucher textmessage may be stored in a database 155 and be sent out via theomnichannel text-based communicator 160 upon receipt of the text messagesent by the customer's mobile device 130/150. Additionally, once thetext message from the customer is received by the omnichannel text-basedcommunicator 160, follow up text messages may be automatically sent tothe customer asking for additional information such as zip code, name,and email address. Links to open the map application or a website with amap embedded may be sent to the customer as well in order to showlocations of interest related to the coupon, free trial, or voucher.Reminders to use the coupon, free trial, or voucher may also beautomatically sent to the customer's mobile device as desired by settingconfiguration files within the omnichannel text-based communicator 160.The call-to-action button on the business's website may be implementedmanually by adding programming code, or by using the system and methoddisclosed in FIGS. 53-55 , utilizing the API and a redirect URL.

FIG. 58 is a flow diagram of an exemplary method for smart masking ofpersonal information according to configured rules. When mediatranslation system 4400 begins an interaction (as described above, withreference to FIG. 44 and others), media translation gateway 4418receives interaction data pertaining to the new interaction to beestablished 5810. This interaction information is then compared againststored rules in a database 5820, for example in ad campaign database 720or other storage. The retrieved relevant rules may then be applied 5830,masking portions of information within the interaction data 5840 toconceal them from one or more parties involved. For example, a user'scontact information may be concealed from other parties in theinteraction to preserve their privacy, or a company's internal telephoneextension for a specific agent might be masked to prevent customers fromabusing the information to call directly to specific agents withoutgoing through normal inbound call handling systems and processes. Whenall relevant rules have been applied (i.e., all sensitive information asdefined by stored rules has been masked in accordance with theassociated rules), the media stream is connected 5850 and theinteraction continues as described above, with reference to at leastFIG. 47 and others.

FIG. 59 is a flow diagram of an exemplary method for scope-based maskingof personal information. When media translation system 4400 begins aninteraction (as described above, with reference to FIG. 44 and others),media translation gateway 4418 receives interaction data pertaining tothe new interaction to be established 5910. Using this interaction data,stored data masking rules are retrieved 5920 from a database ordatabases, such as retrieving any stored user-specific rules from a userprofile or CRM databased (as described above, with reference to FIG. 45). Data masking rules may then be applied in order of granularity orcontext, from most-specific to most-broad, ensuring that any relevantinformation that needs to be obfuscated or altered is handledappropriately. Rules specific to an interaction participant (forexample, user-specific rules such as a user's stored preferencespertaining to sharing their contact information) are first applied 5921,masking any relevant data on a per-user or per-party basis for theinteraction. User-specific rules may further comprise rules specific tocertain user groups, such as rules for a particular market or region, orrules based on demographic information that may be known from theinteraction data or a user profile. Next may be any rules specific tothe interaction type 5922, for example rules pertaining to informationbased on the known nature or intent of the interaction such as (forexample, including but not limited to) whether an interaction is relatedto a sale or an account issue, or whether the interaction is an initialcontact or a followup, or any other interaction-specific details orcombinations thereof. Next may be any rules pertaining to a media type5923, for example rules specific to telephone calls or VOIP calls, thatmight be applicable according to the nature of the interaction. Lastly,any default or global rules may be applied 5924, performing any relevantdata masking at a high level of granularity regardless of any morespecific rules (or lack thereof) that may have been applied previously.For example, a global rule may be defined by a corporate policy such as“always conceal social security numbers”, which would be applied to allinteractions regardless of any user-specific, interaction-specific, ormedia-specific rules, thus ensuring that at all times the desiredinformation is masked. When all rules have been processed and anyrelevant information has been masked, the interaction is connected andoperation continues 5930, connecting the parties as usual (as describedabove, with reference to at least FIG. 47 and others).

FIG. 60 is a flow diagram of an exemplary method for masking personalinformation using substituted information. When media translation system4400 begins an interaction (as described above, with reference to FIG.44 and others), media translation gateway 4418 receives interaction datapertaining to the new interaction to be established 6010. A storedmasking rule is then retrieved 6020, which may contain a plurality ofdefinitions for replacing information within an interaction withsubstituted information—that is, rather than merely concealing orremoving the information, it is replaced with false information tomaintain the appearance of normalcy. The interaction data is thenprocessed 6030 to isolate portions of the information based on the ruledefinitions, for example to identify a user's phone number or address,or any other potentially-sensitive information or other information thatmay be contained in the rule definition, and this information is thenreplaced 6040 with substitute information according to the ruledefinitions. Usage need not necessarily be limited to informationconsidered by one or more parties to be “sensitive”, and could beconfigured to replace any information within an interaction; forexample, a user may wish to use an alias when dealing with a particularservice provider or vendor. This may be for any of a variety of reasonsthat need not pertain to privacy concerns, for example a user of a videogaming service may wish to use their game character's name instead oftheir own when interacting with the game provider. Another example mightbe substituting the address or contact information for a contact centerwith the real contact information for an office local to the user,substituting one piece of real information for another that is morepersonally-relevant or useful. Substitute information may be determinedin a variety of ways according to various arrangements and intendedoutcomes, for example substitute information may be randomly-generatedat the time a rule is created or stored, or may be randomly-generatedeach time the rule is applied (thereby randomizing the details on aper-interaction basis), or particular information may be configured forsubstitution (for example, by a user or an administrator) to beconsistently used across multiple interactions, as described below ingreater detail (with reference to FIG. 61 ). When all substitutions arecomplete, the media stream is connected 6050 and the interactioncontinues as described above, with reference to at least FIG. 47 andothers.

FIG. 61 is a flow diagram of an exemplary method for masking personalinformation consistently for use with user-specific services. When asubstitution rule is applied to an interaction 6110, the interactiondetails may be re-analyzed after the substitution 6120. Thispost-substitution information may then be used to look up storedinteraction records and other associated information 6130, retrievingany records related to the substituted information. Next, the mediastream is connected 6140 and the interaction continues normally asdescribed above, with reference to at least FIG. 47 and others. When theinteraction concludes, the interaction details may be stored as aninteraction record 6150 with the substituted information retained, alongwith any correlations with previously-stored interaction records usingthe same substituted information. This enables cross-interactionconsistency for users, by substituting information consistently in orderto still take advantage of various additional features such asinteraction history, user account records, rewards programs, or anyother features that might rely on consistent user information. Ratherthan purely anonymizing each interaction, the user's personalinformation is masked in a way that preserves their privacy withoutundermining the additional features that may be enabled by having aconsistent identity with a business or service provider, thus enablingusers to enjoy the benefits of both privacy and convenience with aconsistent approach to personal information masking. Additionally, thispreserves user privacy “at rest”, by storing interaction records usingthe substituted information rather than the original, ensuring that auser's personal information cannot be leaked or breached as it is neverstored in its original, un-masked form.

Detailed Description of Exemplary Aspects

FIG. 5 is a method diagram illustrating steps for defining, altering,and executing ad campaigns on multiple platforms and mediums using anadaptive ad campaign manager. First, a user accesses an adaptivecampaign manager 505, which is a software on a computational device thatis connected to a PSTN, the Internet, and has an interface to at leastone TV network in order to manage approved TV advertisements on a giventelevision channel. With the use of an ad campaign database ordatastore, which may be one of many database types including MONGODB™,SQL™, ORACLEDB™, or others, the adaptive campaign manager serves theuser a list of saved/active campaigns 510, if any. If any are availableto the user, the user may select a campaign or campaigns to modify ormay create a new campaign 515. Creation of a new campaign, or editing ofa previous campaign, requires that an adaptative ad campaign managerhave read and write permissions to an advertisement database, andrequires that the user have access to these functionalities. Througheither editing of a campaign or creation of a new campaign by a user, acampaign is defined for use in any of or a combination of TV, email,social media, or other formats 520, with campaign specificationsallowing for alterations or dynamic portions of an advertisement basedon region, if applicable 525. In this way, for instance, anadvertisement may be made for different regions based on IP address, oruser account name on a social media platform, or email address name, orregion of their TV network, to provide for differing images, text,video, or audio, or some combination thereof. An example may beregion-specific phone numbers for more local contact centers,warehouses, or stores, in a TV advertisement. After region settings, ifany, are specified by a user, the campaign dates and time range(s) areset 530, for instance an advertisement on social media platforms thatcoincides with a certain political election season but turns off outsideof the election season, or an advertisement for a new TV show that stopsairing on TV networks after a certain date when the show is released.The adaptive campaign manager may adapt campaigns to differing regionsand user platforms and devices as applicable, using GPS, IP addressmapping 535, as mentioned, and store these alterations along with therest of the campaign data, saving the ad campaign in the database 540.Finally, the ad campaign may then be run according to userspecifications, across the specified platforms and regions at thespecified times and time range(s) 545.

FIG. 6 is a method diagram illustrating steps for specifying a TV adcampaign using an adaptive ad campaign manager, according to a preferredaspect. First a user or multiple users specify ad content, e.g. fromrecorded video from a commercial video shoot after editing 605, but theadvertisement content may be from other sources as well, for instance itmay be designed in video creation software, photo editing software, textediting software, some combination of these, or some other sourceentirely, as the format of the advertisement is always able to at worstbe recorded manually if it is in an otherwise unsupported format by a TVnetwork's standards. Either the finished formatted advertisement, or theunformatted raw advertisement data, or both, may be specified by theuser. The user or users may then serve the ad to a single or pluralityof TV networks or regional network managers and stations 610, either fordistribution to an entire network or for altered or dynamicadvertisements to be distributed to different regions or locales foradvertising, such as a phone number that is different for specificregions where the advertisement appears. Television networks, regionalmanagers and stations, or both, run the specified ad or ads withregion-specific content (e.g. different phone numbers for differentregions) 615 at the specified times or time ranges, as necessary, andwhen the customers see the ad on TV, the base interaction with the TVadvertisement is complete 620. Further interaction such as calling aphone number, visiting a website, downloading an app, going to aphysical location such as a retail outlet, or more, may be possible, butis not required or standardized across television advertisements as faras specifying the advertisement itself is concerned. However, accordingto an embodiment, customers may call a number associated with a TV admade and utilized in this way, which may or may not be a region-specificphone number or advertisement as previously specified, and may berecorded as having called a number associated with TV ad, for analytics625. As shown in FIG. 9 , the phone number is utilized to simplify userinteraction and provide more complete analytics on users influenced ortaking action due to an advertisement, according to a preferredembodiment. It is possible for television to be viewed on a mobiledevice or other computing device, and as such a television in thisembodiment may be understood as any device capable of viewing televisionbroadcasts or television broadcasts viewed over the internet or anyother network on a computing device.

FIG. 7 is a method diagram illustrating steps for specifying an email adcampaign using an adaptive ad campaign manager, according to a preferredaspect. First a user may access an already-created advertisementcampaign in an advertisement campaign database, or create a brand newadvertising campaign 705. Examples of types of database software thatmay operate include MYSQL™, ORACLE DATABASE™, MONGODB™, and others. Itmay exist as a distinct physical device or be operating on anothercomputing device that may perform other specified functions aside fromoperating, hosting and serving the campaign database. If it is adistinct physical device, the database may be connected over a LAN orWAN, the Internet, a direct physical connection to another device, orsome other network connection. Once an ad campaign is read from thedatabase and prepared for editing, or a new campaign is created andready for editing, the user or users may specify email campaign contentand recipients, e.g. email subscriber lists and email body 710, suchthat the content will comprise at least an email header and subject,body, any relevant attachments, recipients either in a “to:” field, a“CC:” field, or “BCC:” field, or some other label for a recipient field.Not only are email recipients and content specified, but further, a useror users may then specify a time or times for scheduled emails to besent to customers 715, which may further be specified in reaction tosome API call or other action. For instance, email advertisements madein this way may be specified to run at particular dates and times, ormay be specified to run if an email is sent to a connect email address,or even a third-party process such as a web-crawler may search a websiteor websites for content, and if content matching a given set ofparameters is found, the ad campaign is sent out as specified.Regardless of whether a campaign is executed immediately or for somefuture date, or specified for execution in response to a certain set ofconditions, the ad campaign manager stores the ad campaign in anadvertisement campaign database 720 or databases, as applicable in agiven implementation. Eventually or immediately, the specified email adsare sent to specified customers at specified times or in response to thespecified conditions, with the specified content 725.

FIG. 8 is a method diagram illustrating steps for specifying a socialmedia ad campaign using an adaptive ad campaign manager, according to apreferred aspect. First a user may access an already-createdadvertisement campaign in an advertisement campaign database, or createa brand new advertising campaign 805. Examples of types of databasesoftware that may operate include MYSQL™, ORACLE DATABASE™, MONGODB™,and others. It may exist as a distinct physical device or be operatingon another computing device that may perform other specified functionsaside from operating, hosting and serving the campaign database. If itis a distinct physical device, the database may be connected over a LANor WAN, the Internet, a direct physical connection to another device, orsome other network connection. Once an ad campaign is read from thedatabase and prepared for editing, or a new campaign is created andready for editing, the user or users may specify ad content anddemographics or target audience, e.g. email subscriber lists or usernationalities being possible choices, and specifying the actual contentof the advertisement 810, 815. Advertisements on social media may bespecified to be posted not only for specific demographics and customeraudience groups, but also for specific time and date ranges, or inresponse to certain conditions being met. Regardless of whether acampaign is executed immediately or for some future date, or specifiedfor execution in response to a certain set of conditions, theadvertisements may be dynamic or specifically designed to be differentfor differing audiences based on region, demographics, or other factorsthat may be possible to assess of a customer, much like a TVadvertisement may look different or have a different listed phone numberin some regions using this system 820. Eventually or immediately, thespecified advertisements are visible to customers on the specifiedsocial media platform or platforms at specified times or in response tothe specified conditions, with the specified content, whetherdynamically altered or static for all users 825. A plurality ofdifferent social networks may be utilized for this form ofadvertisement, including FACEBOOK™, YOUTUBE™, TWITCH TV™, MYSPACE™,TWITTER™, and others, and such advertisements may further take place invideo streams rather than solely on social media feeds. Social mediaadvertisements often take the form of pre-recorded video and audiorecordings played before or during a broadcast, as commonly seen onYOUTUBE™ and TWITCH TV™ platforms, but not only limited to thoseplatforms.

FIG. 9 is a method diagram illustrating users interacting with TV adsusing an adaptive ad campaign manager, according to a preferred aspect.After a television advertisement is specified and executed, a customermay see the advertisement on TV, which contains one or multiple of aphone number or QR code or other contact information which may bespecific to user region or demographics 905, allowing a user to call thenumber, scan the QR code, or otherwise use their phone to contact theadvertiser as seen on the TV screen 910. For instance, an advertisementmay appear to customers in New York state and Washington State, for somestore that operates only in these two states, but in these states has amoderate presence and wishes to grow. An advertisement that is mostlythe same may air over several television channels in both states, butwith different phone numbers for users to call if they are interested inthe store and their products. After this step, a user initiates a phonecall to specified phone number from ad campaign 915, either from thenumber on the screen, from the code scanned, or some other method oftransmitting a phone number to a user. After a user initiates a phonecall from the number on-screen or resulting from a scanned QR code orsome other method (such as a URL on the TV showing them the phonenumber), the phone call is directed to the adaptive ad campaign manager920 which uses an SMS server to respond to the user's phone call 925with a link, or button, allowing them to complete a transaction, view awebsite or web page, or perform some other CTA 930. Alternatively, acall may be redirected to a redirect server, which handles the phoneredirection and SMS response containing the CTA, rather than the callbeing directed to the adaptive campaign manager. Further, it is possibleto have the adaptive campaign manager operate as part of such a redirectserver in yet another implementation. The customer may then call or tapon the link, button, or other CTA, which is tracked for analytics 935due to the fact that it is a CTA served directly by the ad campaign andwhich knows the phone number and accompanying data of the user, andallows the customer to complete the transaction as designed 940. Thisinteraction may be monitored for the purposes of analytics, allowing theuser's initial interaction with the advertisement, their call to thecampaign manager or redirect server, and their completion of a purchaseor service-use or other CTA fulfillment, may all be monitored foranalytics purposes, allowing for a more complete analytics report on theuse of these advertisements. The phone number displayed to a user may bedependent on the region of the broadcast, and as such further offersanalytics tracking for users based on region and specific broadcasts. Itis possible for television to be viewed on a mobile device or othercomputing device, and as such a television in this embodiment may beunderstood as any device capable of viewing television broadcasts ortelevision broadcasts viewed over the internet or any other network on acomputing device.

An example of a dynamic and tracked TV advertisement which interactswith a user in this way is provided. A television advertisement campaignmay be specified for a product that is only legal in certain states ofthe United States of America, and which requires separate shippingoptions for customers in different states in the United States ofAmerica. Using the enclosed method, an otherwise typical TVadvertisement may display different phone numbers to users in thedifferent states, if desired. When a user calls the displayed number,their call is automatically captured by the advertisement campaignmanager and an SMS text message is sent to the customer's phone,containing a link to an AMAZON™ or other web-portal for purchasefulfillment. The phone call the user initially placed, the SMS response,and their tap on the link or button from the SMS message, as well aswhether or not they finish the transaction, are all able to be tracked,unlike with traditional TV advertising where it is not guaranteed howmany individuals see the advertisement and are swayed to use a productor visit a store or restaurant or similar. The user, after beingdirected to a web-portal for purchase such as AMAZON™, may then finishthe transaction, the entire string of events from the customer'sperspective being to watch an advertisement, call a phone number, thenclick on a link from a text message and purchase the item from theonline shopping portal, requiring no navigation of a phone system,website, travel to a brick and mortar store, and the entire interactionbeing trackable for analytics purposes.

FIG. 10 is a method diagram illustrating users interacting with emailads using an adaptive ad campaign manager, according to a preferredaspect. After an email advertisement campaign is specified and executed,a customer or customers may see the advertisements through their emailproviders, which contain one or multiple of a phone number, QR code,tappable link or button or image, or other contact information orinteractive design which may be specific to the customer's region ordemographics 1005, allowing a user to call the number, scan the QR code,tap the link or image or button, or otherwise use their phone to contactthe advertiser as seen in the email screen 1010. For instance, anadvertisement may appear to customers who signed up for an emailsubscriber list and listed their locations in New York state andWashington State, for some store that operates only in these two states,but in these states has a moderate presence and wishes to grow. Anadvertisement that is mostly the same may be sent over email to users inboth states, but with tappable image links that go to different URL'sfor users in the different states if they are interested in the storeand their products. After this step, the interaction initiates a phonecall to a specified phone number from the ad campaign 1015, either fromthe number on the screen, from the code scanned, from the tapped imageor link or button, or some other method of transmitting a phone numberto a user. After a user initiates a phone call from the number on-screenor resulting from a scanned QR code or some other method, the phone callis directed to the adaptive ad campaign manager 1020 which uses an SMSserver to respond to the user's phone call 1025 with a link, or button,allowing them to complete a transaction, view a website or web page, orperform some other CTA 1030. Alternatively, a call may be redirected toa redirect server, which handles the phone redirection and SMS responsecontaining the CTA, rather than the call being directed to the adaptivecampaign manager. Further, it is possible to have the adaptive campaignmanager operate as part of such a redirect server in yet anotherimplementation. The customer may then call or tap on the link, button,or other CTA, which is tracked for analytics 1035 due to the fact thatit is a CTA served directly by the ad campaign and which knows the phonenumber and accompanying data of the user, and allows the customer tocomplete the transaction as designed 1040.

FIG. 11 is a method diagram illustrating users interacting with socialmedia ads using an adaptive ad campaign manager, according to apreferred aspect. After a social media advertisement campaign isspecified and executed, a customer or customers may see theadvertisements with their social media accounts, the advertisementscontaining one or multiple of a phone number, QR code, tappable link orbutton or image, or other contact information or interactive designwhich may be specific to the customer's region or demographics 1105,allowing a user to call the number, scan the QR code, tap the link orimage or button, or otherwise use their phone to contact the advertiseras seen on the social media platform 1110. For instance, anadvertisement may appear to customers who “follow” a business’ page on asocial media platform, allowing them to receive updates and ads fromthem, and listed their locations in New York State and Washington State,if the store operates only in these two states. An advertisement that ismostly the same may be visible to users in both states, but withtappable image links that go to different URL's for users in thedifferent states if they are interested in the store and their products,if this is supported by the social media platform, otherwise theadvertisements will be uniform. After this step, the interactioninitiates a phone call to a specified phone number from the ad campaign1115, either from the number on the screen, from the code scanned, fromthe tapped image or link or button, or some other method of transmittinga phone number to a user. After a user initiates a phone call from thenumber on-screen or resulting from a scanned QR code or some othermethod, the phone call is directed to the adaptive ad campaign manager1120 which uses an SMS server to respond to the user's phone call 1125with a link, or button, allowing them to complete a transaction, view awebsite or web page, or perform some other CTA 1130. Alternatively, acall may be redirected to a redirect server, which handles the phoneredirection and SMS response containing the CTA, rather than the callbeing directed to the adaptive campaign manager. Further, it is possibleto have the adaptive campaign manager operate as part of such a redirectserver in yet another implementation. The customer may then call or tapon the link, button, or other CTA, which is tracked for analytics 1135due to the fact that it is a CTA served directly by the ad campaign andwhich knows the phone number and accompanying data of the user, andallows the customer to complete the transaction as designed 1140.

FIG. 12 is a system diagram illustrating a NFC device broadcasting areferral link programmed into it, according to an aspect. A mobiledevice 1210 such as a smartphone, operates an operating system (OS) suchas ANDROID™ or IOS™, although other OSs are possible. A mobile devicemay be a tablet or other device aside from a smartphone as well. Mobiledevices of these sorts may run software applications, commonly referredto as an “app” (short for “application”), for a variety of purposes, anda mobile device 1210 may or may not contain communications other than orinstead of cellular communications, including wireless internetcapabilities, BLUETOOTH™ communications, and NFC capabilities. With amobile device 1210 possessing such NFC capabilities, a referral link NFCbeacon 1220 may communicate with such a mobile device 1210, the beacon1220 being operated as part of an NFC-enabled device 1230. Such a devicemay be any number of possible objects including a home appliance such asa toaster, refrigerator, blender, oven, television, laptop computer, orsomething else such as a coffee mug, piece of furniture such as a tableor bed, or any number of other objects that may have NFC technology onor inside of them. A referral link that may be broadcast by such abeacon 1220 would refer over the internet 1240 to a redirection server1250, for the purpose of forwarding a customer a page to buy a similarproduct, the same product, view a manufacturer's website, or any numberof other possible CTA's that may be desired.

FIG. 13 is a method diagram illustrating methods for a NFC device tobroadcast a referral link programmed into it and a mobile device act onthe received link, according to an aspect. First a customer may load anappropriate application on their mobile device 1310, the application or“app” being one which specifically communicates over NFC beacons to findreferral links to initiate a call from a user's mobile device, at whichpoint the call is redirected appropriately to send an SMS message to auser to complete a CTA. After initiating the application on a mobiledevice 1310, a customer may hold the mobile device near a beacon-enableddevice 1320, the NFC beacon-enabled device broadcasting a referral linkusing NFC 1330 which may be received by a mobile device application1340. Upon reception in the mobile device application, the mobile deviceapplication acts on the referral link as if it were a tapped link 1350as shown in other embodiments, whereby the tapped link results in aphone call being initiated by a mobile device, the phone call beingcaptured and redirected and responded to with an SMS message containingthe CTA for a user to complete. A CTA may be a link to an online retailportal, a referral to a producer's website or directions to a store, orsomething else of use to the hosting business.

FIG. 14 is a system diagram illustrating a computer device such as alaptop, desktop, or mobile phone, utilizing a referral link, for thepurposes of a mobile device detection system to differentiate betweenmobile phones and non-mobile devices, such as personal computers,according to a preferred aspect. A computing device 1410 such as asmartphone, personal computer, tablet, or other computing device,operates an operating system (OS) such as ANDROID™, IOS™, WINDOWS™, MACOS™, or some other operating system. Computing devices of these sortsmay run software applications, commonly referred to as an “app” (shortfor “application”), for a variety of purposes, and a computing device1410 may or may not contain communications capabilities includingcellular communications, wired and wireless internet capabilities,BLUETOOTH™ communications, and NFC capabilities. With a computing device1410, a customer may access a clickable link 1420 through a web browser1430. Such a browser may be any number of possible applicationsincluding INTERNET EXPLORER™ MICROSOFT EDGE™, GOOGLE CHROME™, SAFARI™,or other web browsers, including mobile web browsers for mobile devicesor devices operating mobile operating systems such as ANDROID™. Areferral link 1420 that may be tapped or clicked with such a browser1430 would refer over the internet 1440 to a redirection server 1450,for the purpose of forwarding a customer a page to buy a similarproduct, the same product, view a manufacturer's website, or any numberof other possible CTA's that may be desired. The purpose of such asystem is for a redirection server 1450 to determine, based on the typeof browser request sent when the link 1420 is clicked, whether acustomer device is a mobile device such as a smartphone or tablet, or ifit is a non-mobile device such as a laptop or desktop computer.

FIG. 15 is a flowchart illustrating steps for a computer device such asa laptop, desktop, or mobile phone, utilizing a referral link, beingcategorized so that an appropriate referral link is sent to therequesting device, according to a preferred aspect. The flowchart enters1510 when a user clicks on a referral link, from any device, on a webbrowser, causing a redirection server to examine query string parameters1520. A determination may be made 1530, as to what manner of device—amobile device or something else, such as a personal computer—has sentthe request. If a determination has already been made, the appropriateredirection URL is returned 1540, and the flowchart ends 1550. If adetermination has not been made however, the HTTP headers are examined1560 to determine the user-agent or similar field of an HTTP requestfrom a customer's device. A user-agent field is frequently present in anHTTP request header indicating the product and version, and platform,used to make the request, and based on the result, the appropriateredirection URL is returned 1570, before the flowchart ends 1550.

FIG. 20 is a message flow diagram illustrating the flow of messages andoperations from a campaign manager specifying and serving a televisionadvertisement, to a user completing all interactions with thatadvertisement and all intermediate steps, according to an embodiment. Acampaign manager 2005, which may be an adaptive campaign manager or aspecialized campaign manager for television advertisements depending onthe implementation, communicates over a network which may be theInternet, a PSTN, television networks, or some other network capable oftransmitting to a television set 2015, to serve an advertisement 2030.The advertisement may be instead served to a television network manageror provider, which then may serve the advertisement to individualtelevision sets 2030. A user who sees the television 2015 advertisementmay use a mobile phone 2020 to call a number shown on the screen, forinstance a phone number shown for ordering a specific computer part thata user may want. A user may call this number 2035 and be sent to adestination phone number 2025, whereupon the call is recorded incampaign analytics that are sent to the campaign manager 2040, 2005 overeither the Internet or some other appropriate network for deliveringdata across devices. An alternative embodiment of this process may be tohave the campaign manager be the destination phone number itself,effectively behaving as a redirect server by recording the received callon its own datastore and then cancelling or otherwise handling theincoming call, and responding with an SMS instead, redirecting the user.After a user calls a destination phone number 2035 and the analytics arerecorded 2040, a response is provided to a user in the form of an SMSmessage 2045, which may communicate with the user's phone or with anapplication provided on their phone to provide a CTA. Such a CTA may bea tappable or clickable link, button, referral, or other similar CTAfulfillment method for phones, should other or newer methods arise. TheCTA is such an implementation that the user, upon completion of the CTA,is directed to a link destination 2010 over a network such as theInternet 2050, for example to complete purchase of a product or take asurvey. A combination of the user's access of the destination link 2010and their actions upon reaching the link (such as completion of apurchase, or not) may be recorded in analytics 2055. For example, usingthis method, a user may see an advertisement on a TV screen, call thephone number, have the call be canceled and responded to with an SMSthat contains a tappable or clickable or otherwise actionable link to aproduct landing page, and may then purchase the product on their mobiledevice right away depending on the user interface of the destinationlink, while having their initial call and their action with the CTAcontained in the SMS, as well as possibly their action on thedestination such as a landing page itself, all recorded in analytics. Inthis way, a more complete customer analytics profile may be formed.

FIG. 21 is a message flow diagram illustrating the flow of messages andoperations from a campaign manager specifying and serving an email-basedadvertisement, to a user completing all interactions with thatadvertisement and all intermediate steps, according to an embodiment. Acampaign manager 2105, which may be an adaptive campaign manager or aspecialized campaign manager for the purposes of sending emails andemail advertisements depending on the implementation, communicates overa network which may be the Internet, a PSTN, or some other networkcapable of sending emails to customer emails hosted by any common emailservice providers such as GOOGLE™ or YAHOO™ 2115, to serve anadvertisement 2130. This advertisement may be in the form of asubscription newsletter, may be solicited or unsolicited as allowed bylaw, or any other sort of email-based advertisement. The advertisementmay be instead served to a service or network which manages and executessuch emails which may be mass-sent rather than individually sent, andwhich then may serve the advertisement to a customer's email address2130. A user who sees the email advertisement may use a mobile phone2120 to call a number shown on the screen or tap an image or button thatuses the phone to call a phone number, for instance a phone number shownfor ordering a specific computer part that a user may want, or aspecific service in their area. A user may call this number 2135 and besent to a destination phone number 2125, whereupon the call is recordedin campaign analytics that are sent to the campaign manager 2140, 2105over either the Internet or some other appropriate network fordelivering data across devices. An alternative embodiment of thisprocess may be to have the campaign manager be the destination phonenumber itself, effectively behaving as a redirect server by recordingthe received call on its own datastore and then cancelling or otherwisehandling the incoming call, and responding with an SMS instead,redirecting the user. After a user calls a destination phone number 2135and the analytics are recorded 2140, a response is provided to a user inthe form of an SMS message 2145, which may communicate with the user'sphone or with an application provided on their phone to provide a CTA.Such a CTA may be a tappable or clickable link, button, referral, orother similar CTA fulfillment method for phones, should other or newermethods arise. The CTA is such an implementation that the user, uponcompletion of the CTA, is directed to a link destination 2110 over anetwork such as the Internet 2150, for example to complete purchase of aproduct or take a survey. A combination of the user's access of thedestination link 2110 and their actions upon reaching the link (such ascompletion of a purchase, or not) may be recorded in analytics 2155. Forexample, using this method, a user may register with a newsletter orsubscribe to an organization's promotional advertisements via email, andsee an advertisement on a received email for a car part on sale, callthe phone number, have the call be canceled and responded to with anautomated SMS that contains a tappable or clickable or otherwiseactionable link to a product landing page, and may then purchase theproduct on their mobile device right away depending on the userinterface of the destination link, while having their initial call andtheir action with the CTA contained in the SMS, as well as possiblytheir action on the destination such as a landing page itself, allrecorded in analytics. In this way, a more complete customer analyticsprofile may be formed.

FIG. 22 is a message flow diagram illustrating the flow of messages andoperations from a campaign manager specifying and serving a social mediaadvertisement, to a user completing all interactions with thatadvertisement and all intermediate steps, according to an embodiment. Acampaign manager 2205, which may be an adaptive campaign manager or aspecialized campaign manager for the purposes of specifying andpurchasing social media advertisement space and time depending on theimplementation, communicates over a network which may be the Internet, aPSTN, or some other network capable of communicating with socialnetworks such as FACEBOOK™ or MYSPACE™ but which may be another socialnetwork that allows any advertisements to be procured on the platform2215, to serve an advertisement 2230. This advertisement may be in theform of a video embedded in a user's social network feed, may besolicited or unsolicited as allowed by law, may be utilized with userdata such as purchase history or any other available data if applicable,or any other sort of social media advertisement as may be or becomecommon in the art. A user who sees the advertisement may use a mobilephone 2220 to tap or click the advertisement which may use the phone'sfunctionality to call a phone number, or manually call a number shown onthe screen, for instance a phone number shown for ordering a specificpiece of furniture that a user may want, or a specific service providedin their area. A user may call this number 2235 and be sent to adestination phone number 2225, whereupon the call is recorded incampaign analytics that are sent to the campaign manager 2240, 2205 overeither the Internet or some other appropriate network for deliveringdata across devices. An alternative embodiment of this process may be tohave the campaign manager be the destination phone number itself,effectively behaving as a redirect server by recording the received callon its own datastore and then cancelling or otherwise handling theincoming call, and responding with an SMS instead, redirecting the user.After a user calls a destination phone number 2235 and the analytics arerecorded 2240, a response is provided to a user in the form of an SMSmessage 2245, which may communicate with the user's phone or with anapplication provided on their phone to provide a CTA. Such a CTA may bea tappable or clickable link, button, referral, or other similar CTAfulfillment method for phones, should other or newer methods arise. TheCTA is such an implementation that the user, upon completion of the CTA,is directed to a link destination 2210 over a network such as theInternet 2250, for example to complete purchase of a product or take asurvey. A combination of the user's access of the destination link 2210and their actions upon reaching the link (such as completion of apurchase, or not) may be recorded in analytics 2255. For example, usingthis method, a user may perform online shopping such as with (but notlimited to) AMAZON™, whereby information regarding their shopping habitsis recorded, and a social media advertisement is specified to targetusers with similar shopping history, such as those who have purchasedcoffee tables recently. A user may see the advertisement on theirpreferred social network, call the phone number, have the call becanceled and responded to with an automated SMS that contains a tappableor clickable or otherwise actionable link to a product landing page, andmay then purchase the product on their mobile device right awaydepending on the user interface of the destination link, while havingtheir initial call and their action with the CTA contained in the SMS,as well as possibly their action on the destination such as a landingpage itself, all recorded in analytics. In this way, a more completecustomer analytics profile may be formed.

FIG. 23 is a message flow diagram illustrating the flow of messages andoperations from a campaign manager specifying and embedding a referrallink in an NFC beacon, to a user completing all interactions with thatlink and all intermediate steps, according to an embodiment. A campaignmanager 2305, which may be an adaptive campaign manager or a specializedcampaign manager for the purposes of specifying a link destination 2310to direct users to, and embedding this link in a NFC beacon 2315 such asa sticker or small device on or inside of, or operating as part of, aproduct 2330, which may be utilized by a customer to receive theprogrammed link destination 2310 for a variety of possible purposes. Auser who is delivered the link or advertisement by an NFC beacon 2315may use a mobile phone 2320 to tap or click the advertisement which mayuse the phone's functionality to call a phone number, or manually call anumber shown on the screen, for instance a phone number shown forordering a specific piece of furniture that a user may want, or aspecific service provided in their area. An NFC beacon 2315 may deliverthe notification 2335, link, or similar, via a specialized applicationresiding on and operating on the user's phone 2320, according to someembodiments. A user may call a shown number or utilize a shown button orcall link 2340 and be sent to a destination phone number 2325, whereuponthe call is recorded in campaign analytics that are sent to the campaignmanager 2345, 2305 over either the Internet or some other appropriatenetwork for delivering data across devices. An alternative embodiment ofthis process may be to have the campaign manager be the destinationphone number itself, effectively behaving as a redirect server byrecording the received call on its own datastore and then cancelling orotherwise handling the incoming call, and responding with an SMSinstead, redirecting the user. After a user calls a destination phonenumber 2340 and the analytics are recorded 2345, a response is providedto a user in the form of an SMS message 2350, which may communicate withthe user's phone or with an application provided on their phone toprovide a CTA. Such a CTA may be a tappable or clickable link, button,referral, or other similar CTA fulfillment method for phones, shouldother or newer methods arise. The CTA is such an implementation that theuser, upon completion of the CTA, is directed to a link destination 2310over a network such as the Internet 2355, for example to completepurchase of a product or take a survey. A combination of the user'saccess of the destination link 2310 and their actions upon reaching thelink (such as completion of a purchase, or not) may be recorded inanalytics 2360. For example, using this method, a user may have aproduct in their home built with this method, that has an NFC beacon onor inside of it, and the user wishes to know more about the product, orpurchase another or a similar product, or view the manufacturer'swebsite, or anything similar. The user may simply start an applicationfor this purpose if necessary, and regardless of whether a specializedapplication is utilized, move the phone close to the NFC beaconlocation, receiving data from the NFC beacon which could be the form ofa link or a phone number to call. A user may see a phone number on theshown website, or perhaps be delivered a phone number to call directlyfrom the NFC beacon, call the phone number, have the call be canceledand be responded to with an automated SMS that contains a tappable orclickable or otherwise actionable link to a product landing page, andmay then purchase the product on their mobile device right awaydepending on the user interface of the destination link, while havingtheir initial call and their action with the CTA contained in the SMS,as well as possibly their action on the destination such as a landingpage itself, all recorded in analytics. In this way, a more completecustomer analytics profile may be formed.

FIG. 24 is a method diagram illustrating the function of an applicationcapable of providing enhanced identity verification, according to anembodiment. A user may utilize on a mobile device, such as a mobilephone, an application or “app” that enables enhanced identityverification for purposes including detailed shipping updates such asfor products purchased, allowing a user to sign up and log in to themobile app 2410, over the Internet or another network suitable for such.User login information may be stored off-site or on-site depending onthe application implementation, whereby information may be stored usinga datastore including SQL, NoSQL such as MONGODB™, or other forms ofdata storage. Logging into an application is an understood procedure bywhich a user provides a recognized username and password, whether theusername is user-defined or some identifier such as their email address,to confirm user identity. The application then verifies the identity2420 of a user, through a process utilizing an uploaded copy of photo ID2421 which may be their driver's license or state-issued photoidentification, a photo copy of their passport 2422 including theirphoto in their passport, and an of a new facial photo (sometimesreferred to as a “selfie”) 2423. Using machine learning and imageparsing, the authentication can make use of the information on thedriver's license or state ID, as well as look for signs of the photobeing doctored, in addition to checking for signs of the passport imagebeing doctored, determine if the passport template matches the officialtemplate of the country of origin, check version numbers against thestandards available, ensure letters and numbers all align and do notappear doctored, check font size and type, validate the attributes onthe document along with the state ID or driver's license, and comparethe images along with the “selfie” or new self-photograph of the face,to attempt to ensure the identity of the user. When the user has newmail arriving, they may get a text notification of new mail 2430 throughthe application, and if their identity is securely identified throughthe app 2440 they may view further information about their packagethrough the USPS™ INFORMED DELIVERY™ system 2450, or a similar system bywhich citizens may receive advance notice and data about mail coming tothem before it actually arrives, for denizens of other countries.

FIG. 25 is a diagram illustrating the function of an NFC beacon smartorder link, according to an embodiment. An ad campaign manager 2510 ispresent as either a computer system or service operating on a computersystem, and which may be a multiplatform adaptive ad campaign manager orwhich may be a more specialized service or computing system, capable ofallowing a user to specify and create a smart-order link campaign 2520.A smart-order link campaign is an advertisement campaign wherein asmart-order link is generated for a product ordering page or landingpage 2530, for instance a link to an online retailer's page for aproduct or a class of products or similar, and which may be a dynamiclink which is capable of changing based on specified parameters from thecampaign administrator. For example, URL's that refer to differentpages, or which pass different data to the page such as through URLparameters, depending on parameters such as customer region, region ofthe product, or other possible selections. Whether or not thesmart-order link is dynamic or not, the link is sent to an NFC-enabledproduct 2540, or embedded in a sticker or other attachable device forthe product, so that the product can broadcast the NFC data andsmart-order link to NFC receivers. This may be an adhesive sticker, anembedded chip or component in a product, or any other implementationthat may successfully allow an NFC signal to be broadcast from theproduct effectively. When this is completed, and the product is shipped,a consumer may hold their phone or other mobile device with a receiverapp operating, near the product 2550, so that the smart-order link issent to the consumer mobile device 2560. Upon receiving the smart-orderlink, a customer may then be directed to product landing page 2570,where they may purchase or learn more about a product, or alternativelythey may be directed to another URL for information or servicesdepending on the implementation of the system. The smart-order linkdestination may be monitored for user access to provide basic analytics2580 capabilities to the system operator as well, including data aboutthe specific product that broadcast the link over NFC, the customerdevice or identity if available, and any available location data ifavailable, though other possibilities for analytics with this systemexist and may be extended in some implementations.

Referring to FIG. 26 , an example of an environment for use with anembodiment of an adaptive ad campaign management system 2600 is shown.The adaptive ad campaign management system 2600 includes an adaptive adcampaign manager 2602 and a campaign database 2604. The adaptive adcampaign management system 2600 is configured to be communicativelycoupled to at least one business computing device 2606, at least onecustomer computing device 2608, at least one business establishmentcomputing device 2610, and an SMS server 2612 via a network 2614. In anembodiment, the adaptive ad campaign management system 2600 includes atleast one call center computing device 2616.

In an embodiment, the adaptive ad campaign manager 2602, includessoftware operating on a computing device. Examples of computing devicesinclude, but are not limited to, a personal computer and a workstationcomputer. The adaptive ad campaign manager 2602 is configured to executethe software, receive user inputs, and utilize a network adapter. Theoperating system of the computing device may be one of many optionsavailable to consumers and businesses.

The campaign database 2604 may take the form of a managed or unmanageddatabase, document-oriented database system, or a SQL database. Examplesof types of database software that may operate include MYSQL™, ORACLEDATABASE™, MONGODB™, and others. The campaign database 2604 may exist asa distinct physical device or be operating on another computing devicethat may perform other functions aside from operating, hosting andserving the campaign database 2604. If the campaign database 2604 is adistinct physical device, the database may be connected over a LAN orWAN, the Internet, a direct physical connection to another device, orsome other network connection. The campaign database 2604 may be acentralized database system. The campaign database 2604 may be adistributed database system.

Examples of customer computing devices 2608 include, but are not limitedto, a mobile computing device, a personal computer, a cellular phone, atablet, a smartphone, a non-smartphone cellular phone, a laptop, and apersonal digital assistant. The customer computing devices 2608 areconfigured to be communicatively coupled to the adaptive ad campaignmanager 2602 via the network 2614. In an embodiment, the customercomputing devices 2608 are configured to transmit/receive text messages.In an embodiment, the customer computing devices 2608 are configured totransmit/receive phone calls. In an embodiment, the customer computingdevices 2608 are configured to both transmit/receive text messages andtransmit/receive phone calls.

Examples of business computing devices 2606 include, but are not limitedto, a mobile computing device, a workstation, and a personal computer.The business computing devices 2606 are configured to be communicativelycoupled to the adaptive ad campaign management system 2600. Examples ofbusiness establishment computing devices 2610 include, but are notlimited to, a mobile computing device, a workstation, and a personalcomputer. The business establishment computing devices 2610 areconfigured to be communicatively coupled to the adaptive ad campaignmanagement system 2600. Examples of call center computing devices 2616include, but are not limited to, a mobile computing device, aworkstation, and a personal computer. The call center computing devices2616 are configured to be communicatively coupled to the adaptive adcampaign manager 2602. The call center computing devices 2616 areconfigured to receive phone calls and text messages.

In an embodiment, SMS texts are stored at the SMS server 2612. Theadaptive ad campaign manager 2602 retrieves SMS texts from the SMSserver 2612 to generate responses for transmission to customer computingdevices 2608 in a manner that is described in further detail below. Inan embodiment, the SMS server 2612 is a third-party server. In anembodiment the SMS server 2612 is a component of the adaptive adcampaign management system 2600.

The network 2614 may include one or more of the following types ofnetworks. The adaptive ad campaign management system 2600 may beconfigured to be communicatively coupled to at least one TV network forthe purpose of being able to serve televised advertisements to customercomputing devices 2608, a PSTN for the purpose of receiving phone callsand sending and receiving SMS messages from customer computing devices2608 and from third-party SMS servers 2612, and the Internet so as toserve advertisements on social media platforms on a social media serverand serve advertisements via email, websites or individual web pages, orthrough applications, to the customer computing devices 2608.

The manner of the advertisements and data sent from the adaptive adcampaign manager 2604 to the network 2614 may include audio data, visualdata such as video or images, textual data, recipient data, regionalspecifications, and other common data for advertisements inapplications, online, over TV, and over email. Advertisements may besent to, and reached by, the customer computing devices 2608 through theInternet via email, social networks, or internet browsing. Thefunctionality of a TV may be utilized by the customer computing devices2608 and all functionalities—TV viewership, phone call placement,internet browsing, email viewing, and social network access—may beaccomplished by the customer computing devices 2608 over the Internet,or with the Internet and PSTN.

Referring to FIG. 27 , a flow chart representation of a method 2700 ofusing an embodiment of an adaptive ad campaign management system 2600 tocreate an ad campaign is shown. At 2702 business personnel at a businessuse the business computing device 2606 to establish a communicationchannel with the adaptive ad campaign manager 2602. In an embodiment,the business is in the automotive industry. In alternative embodiments,the business may be associated with different industries.

At 2704, the business personnel issues a request to the adaptive adcampaign manager 2602 to create an ad campaign via the businesscomputing device 2606. In an embodiment, the ad campaign is anautomotive ad campaign. In alternative embodiments, the ad campaign maybe associated with different industries.

The business personnel provide campaign ad data associated with the adcampaign to the adaptive ad campaign manager 2602 via the businesscomputing device 2606 at 2706. The business may have one or morebusiness establishments. The business establishments maintaininventories of the products offered for sale by the business. Forexample, the automotive industry business may have multiple automobiledealerships.

In an embodiment, the ad campaign data includes one or more of adcampaign details, business establishment specific product inventories,and business establishment specific data. Examples of ad campaigndetails include, but are not limited to, an ad campaign start date, anad campaign end date, and ad campaign configuration details. An exampleof business establishment specific product inventory includes, but isnot limited to, identification data associated with specific productsavailable in the product inventory at the business establishment.

In an embodiment, the business establishment is an automobile dealershipand the business establishment specific product inventory includesautomobile dealership specific product inventory. The automobiledealership specific automobile inventory includes vehicle details pages(VDP) identification data associated with automobiles available for saleat the automobile dealership, vehicle identification data associatedwith specific automobiles available for sale at the automobiledealership, and VDPs directed to specific types of automobiles availablefor sale at the automobile dealership. The VDP is an electronic ad forautomobiles that includes one or more of the brand of the automobile,advertising slogan(s) associated with the brand of the automobile, salesoffers, financing offers, an image of the automobile, and acommunication initiator. The function of the communication initiatorwill be described in greater detail below.

Examples of the business establishment specific data include, but arenot limited to, a toll-free number and an email address for the businessestablishment. In an embodiment, the business establishment is anautomobile dealership and the business establishment specific data isautomobile dealership specific data. The automobile dealership specificdata includes one or more of a toll-free number for the automobiledealership, the email address for the automobile dealership, and the BDCnumber for the automobile dealership.

At 2708, the adaptive ad campaign manager 2602 stores the ad campaignincluding the associated ad campaign data at the ad campaign database2604. In an embodiment, the adaptive ad campaign manager 2602 stores theautomotive ad campaign including the associated the automobile adcampaign data at the campaign database 2604.

The adaptive ad campaign manager 2602 manages the ad campaign inaccordance with the ad campaign data provided by the business. In anembodiment, the ad campaign data specifies the different media platformsthat will be used to broadcast the ad campaign. The adaptive ad campaignmanager 2602 is configured to broadcast the ad campaign via a number ofdifferent media platforms. Examples of the different media platformsinclude, but are not limited to, a social media platform, an emailplatform, televised advertisement platform, and other types of Internetbased platforms.

As mentioned above, the ad campaign data for an ad campaign includes aproduct description page for the advertised product. The adaptive adcampaign manager 2602 is configured to transmit the product descriptionpage via one or more of a number of different media platforms fordisplay on one or more customer computing devices 2608. In anembodiment, the ad campaign is an automotive ad campaign and the productdescription page is a VDP. The product description page includes acommunication initiator. A customer is provided with the option ofexpressing an interest in the product advertised in the productdescription page by seeking to contact a business establishment thatsells the advertised product via the adaptive ad campaign managementsystem 2600 by activating the communication initiator. Upon theactivation of the communication initiator by the customer at thecustomer computing device 2608, the adaptive ad campaign managementsystem 2600 coordinates the engagement between the customer and abusiness establishment. In an embodiment, the adaptive ad campaignmanagement system 2600 tracks and coordinates the collection ofanalytics based on interactions between the customer and the businessestablishment.

In an embodiment, the communication initiator is a call initiator. Uponactivation of the call initiator by the customer via the customercomputing device 2608, the customer computing device 2608 places a callassociated with the product description page to the adaptive ad campaignmanagement system 2600. In an embodiment, the communication initiator isa text message initiator. Upon activation of the text message initiatorby the customer via the customer computing device 2608, the customercomputing device 2608 sends a text message associate with the productdescription page to the adaptive ad campaign management system 2600.

Referring to FIG. 28 , an illustration of an example of a VDP 2800generated by the adaptive ad campaign manager 2602 for display on acustomer computing device 2608 including an example of a communicationinitiator 2802 is shown. The example communication initiator 2802includes a generic tap button 2804. When the VDP 2800 is displayed onthe customer computing device 2608, the customer is provided with theoption engaging with a business establishment where the advertisedproduct is available for sale. The customer initiates the process byactivating the communication initiator 2802. In the illustrated example,the customer initiates the process by “tapping” on the generic tapbutton 2804. In an embodiment, upon the activation of the communicationinitiator 2802, the customer computing device 2608 initiates the processby placing a call to the adaptive ad campaign management system 2600. Inan embodiment, upon the activation of the communication initiator 2802,the customer computing device 2608 initiates the process by sending atext message to the adaptive ad campaign management system 2600.

Referring to FIG. 29 , an illustration of an example of a VDP 2900generated by the adaptive ad campaign manager 2602 for display on acustomer computing device 2608 including an example of a communicationinitiator 2902 is shown. In an embodiment, the communication initiator2902 is a call initiator. The example communication initiator 2902includes a call tap button 2904. When the VDP 2900 is displayed on thecustomer computing device 2608, the customer is provided with the optionengaging with a business establishment where the advertised product isavailable for sale. The customer initiates the process by activating thecommunication initiator 2902. In the illustrated example, the customerinitiates the process by “tapping” on the call tap button 2904. Upon theactivation of the communication initiator 2902, the customer computingdevice 2608 initiates the process by placing a call to the adaptive adcampaign management system 2600.

Referring to FIG. 30 , an illustration of an example of a VDP 3000generated by the adaptive ad campaign manager 2602 for display on acustomer computing device 2608 including an example of a communicationinitiator 3002 is shown. In an embodiment, the communication initiator3002 is a text message initiator. The example communication initiator3002 includes a text message tap button 3004. When the VDP 3000 isdisplayed on the customer computing device 2608, the customer isprovided with the option engaging with a business establishment wherethe advertised product is available for sale. The customer initiates theprocess by activating the communication initiator 3002. In theillustrated example, the customer initiates the process by “tapping” onthe text message tap button 3004. Upon the activation of thecommunication initiator 3002, the customer computing device 2608initiates the process by sending a text message to the adaptive adcampaign management system 2600.

In an embodiment, the product description page includes a communicationinitiator that through cycles through a generic tap button 2802, a calltap button 2902, and a text message tap button 3003. In this embodiment,the display of the generic tap button 2802 identifies the existence of atap button. When the call tap button 2904 is displayed, “tapping” on thecall tap button 2904 causes the customer computing device 2608 to placea call to the adaptive ad campaign management system 2600. When the textmessage tap button is displayed, “tapping” on the text message tapbutton 2904 causes the customer computing device 2608 to transmit a textmessage to the adaptive ad campaign management system 2600. In anembodiment, the generic tap button 2804, the call tap button 2904, andthe text message tap button 3004 are sequentially displayed for apre-defined period of time.

In an embodiment, the product description page included a communicationinitiator that through cycles through a call tap button 2902, and a textmessage tap button 3003. When the call tap button 2904 is displayed, the“tapping” on the call tap button 2904 causes the customer computingdevice 2608 to place a call to the adaptive ad campaign managementsystem 2600. When the text message tap button is displayed, the“tapping” on the text message tap button 2904 causes the customercomputing device 2608 to transmit a text message to the adaptive adcampaign management system 2600. In an embodiment, the call tap button2904, and the text message tap button 3004 are each displayed for apre-defined period of time.

In an embodiment, the call tap button 2904, and the text message tapbutton 3004 are simultaneously displayed in different areas of a productdescription page. While the generic tap button 2804, the call tap callbutton 2904, and the text message tap button 3002 have been illustratedas spherical buttons, one or more of the generic tap button 2804, thecall tap button 2904, and the text message tap button 3002 may have adifferent shape.

FIG. 31 is a flow chart representation of an example of a method 3100 ofresponding to an activation of a call initiator on a product descriptionpage at a customer computing device 2608 using an embodiment of anadaptive ad campaign management system 2600. The adaptive ad campaignmanagement system 2600 transmits the product description page fordisplay on one or more customer computing devices 2608 via one of theplatforms designated by the business. In an embodiment, the productdescription page includes a call initiator. If the customer wishes toobtain additional information regarding a product advertised on theproduct description page displayed on the customer computing device2608, the customer activates the call initiator. In an embodiment, thecall initiator is a call tap button 2902 and the customer taps the calltap button to activate the call initiator. In an embodiment, the productdescription page is a VDP for an automobile.

The customer computing device 2608 responds to the activation of thecall initiator by placing a call from the customer computing device 2608to the adaptive ad campaign management system 2600. In an embodiment,the call is received at a call center computing device 2616 at a callcenter. In an embodiment, the call center computing device 2616 is acomponent of the adaptive ad campaign management system 2600. In anembodiment, the call center computing device 2616 is external to theadaptive ad campaign management system 2600.

At 3102, the call placed by the customer computing device 2608 isreceived at the call center computing device 2616. The received callincludes embedded customer computing device specific data and productdescription page specific data. An example of the customer computingdevice specific data is a customer computing device phone number.Examples of the product description specific data include, but are notlimited to, a product description page identifier identifying theproduct description page displayed on the customer computing device 2608and a product description page link associated with the displayedproduct description page.

In an embodiment, the product description page specific data is VDPspecific data associated with a VDP displayed on the customer computingdevice 2608. Examples of the VDP specific data include, but are notlimited to, a VDP identifier identifying the VDP displayed on thecustomer computing device 2608 and a VDP link associated with thedisplayed VDP.

At 3104, call center personnel forward the received customer computingdevice specific data and product description page specific data to theadaptive ad campaign manager 2602 via the call center computing device2616. In an embodiment, call center personnel forward the receivedcustomer computing device specific data and the VDP specific data to theadaptive ad campaign manager 2602 via the call center computing device2616.

At 3106, the adaptive ad campaign manager 2602 identifies the adcampaign based on the received product description page specific data.In an embodiment, the adaptive ad campaign manager 2602 identifies theautomotive campaign ad based on the received VDP specific data.

At 3108, the adaptive ad campaign manager 2602 retrieves a SMS text fromthe SMS server 2612. In an embodiment, a tap text link associated withthe product advertised in the product description page is included theSMS text. In an embodiment, the adaptive ad campaign manager 2602 addsthe tap text link to the retrieved SMS text. At 3110, the adaptive adcampaign manager 2602 transmits the SMS text including the tap text linkto the customer computing device 2608.

The SMS text message including the tap text link is received at thecustomer computing device 2608. Clicking on the tap text link enables acustomer to complete a CTA associated with the product advertised on theproduct description page. Examples of CTA include, but are not limitedto, engage in a transaction associated with the product advertised onthe product description page and view a website associated with theproduct advertised on the product description page. In an embodiment, byclicking on the tap text link, the customer consents to allow theadaptive ad campaign management system 2600 to track and collectcustomer action data associated with the advertised product foranalytics. In an embodiment, the customer is provided with an option todisable the tracking feature.

At 3112, responsive to the activation of the tap text link, the adaptivead campaign manager 2602 transmits the customer computing devicespecific data, the product description page specific data, and adcampaign data to a business establishment computing device 2610associated with a business establishment that is suited to enable thecustomer to purchase the advertised product. In an embodiment, theadaptive ad campaign manager 2602 identifies one or more of the city,state, and zip code associated with the customer based on the customercomputing device specific data and transmits the identified one or moreof the city, state, and zip code associated with the customer to thebusiness establishment computing device 2610. The business establishmentmay use the received customer computing device specific data to contactthe customer to discuss a potential sale of the advertised product withthe customer. In an embodiment, the advertised product is an automobileand the business establishment is a automobile dealership.

At 3114, responsive to the activation of the tap text link, the adaptivead campaign manager 2602 transmits the customer computing devicespecific data, product description page specific data, the ad campaigndata, and all tracked customer actions to the analytics server therebyenabling the collection and analysis of ad campaign specific data.

Referring to FIG. 32 , a flow chart representation of an example of amethod 3200 of responding to an activation of a call initiator onproduct description page displayed on a customer computing device 2608using an embodiment of an adaptive ad campaign management system 2600 isshown. The adaptive ad campaign management system 2600 transmits theproduct description page for display on one or more customer computingdevices 2608 via one of the platforms designated by the business. In anembodiment, the product description page includes a call initiator. Ifthe customer wishes to obtain additional information regarding a productadvertised on the product description page displayed on the customercomputing device 2608, the customer activates the call initiator. In anembodiment, the call initiator is a call tap button 2902 and thecustomer taps the call tap button to activate the call initiator. In anembodiment, the product description page is a VDP for an automobile.

The customer computing device 2608 responds to the activation of thecall initiator by placing a call from the customer computing device 2608to the adaptive ad campaign management system 2600. At 3202, the callplaced by the customer computing device 2608 is received by adaptive adcampaign manager 2602. The received call includes embedded customercomputing device specific data and product description page specificdata. An example of the customer computing device specific data is acustomer computing device phone number.

Examples of the product description specific data include, but are notlimited to, a product description page identifier identifying theproduct description page displayed on the customer computing device 2608and a product description page link associated with the displayedproduct description page.

In an embodiment, the product description page specific data is VDPspecific data associated with a VDP displayed on the customer computingdevice 2608. Examples of the VDP specific data include, but are notlimited to, a VDP identifier identifying the VDP displayed on thecustomer computing device 2608 and a VDP link associated with thedisplayed VDP.

At 3204, the adaptive ad campaign manager 2602 identifies the adcampaign based on the received product description page specific data.In an embodiment, the adaptive ad campaign manager 2602 identifies theautomotive campaign ad based on the received VDP specific data.

At 3206, the adaptive ad campaign manager 2602 retrieves a SMS text fromthe SMS server 2612. In an embodiment, a tap text link associated withthe product advertised in the product description page is included theSMS text. In an embodiment, the adaptive ad campaign manager 2602 addsthe tap text link to the retrieved SMS text. At 3208, the adaptive adcampaign manager 2602 transmits the SMS text including the tap text linkto the customer computing device 2608.

The SMS text message including the tap text link is received at thecustomer computing device 2608. Clicking on the tap text link enables acustomer to complete a CTA associated with the product advertised on theproduct description page. Examples of CTA include, but are not limitedto, engage in a transaction associated with the product advertised onthe product description page and view a website associated with theproduct advertised on the product description page. In an embodiment, byclicking on the tap text link, the customer consents to allow theadaptive ad campaign management system 2600 to track and collectcustomer action data associated with the advertised product foranalytics. In an embodiment, the customer is provided with an option todisable the tracking feature.

At 3210, responsive to the activation of the tap text link, the adaptivead campaign manager 2602 transmits the customer computing devicespecific data, the product description page specific data, and adcampaign data to a business establishment computing device 2610associated with a business establishment that is suited to enable thecustomer to purchase the advertised product. In an embodiment, theadaptive ad campaign manager 2602 identifies one or more of the city,state, and zip code associated with the customer based on the customercomputing device specific data and transmits the identified one or moreof the city, state, and zip code associated with the customer to thebusiness establishment computing device 2610. The business establishmentmay use the received customer computing device specific data to contactthe customer to discuss a potential sale of the advertised product withthe customer. In an embodiment, the advertised product is an automobileand the business establishment is a automobile dealership.

At 3212, responsive to the activation of the tap text link, the adaptivead campaign manager 2602 transmits the customer computing devicespecific data, product description page specific data, the ad campaigndata, and all tracked customer actions to the analytics server therebyenabling the collection and analysis of ad campaign specific data.

Referring to FIG. 33 is a flow chart representation of an example of amethod 3300 of responding to an activation of a text message initiator3002 on a product description page displayed on a customer computingdevice 2608 using an embodiment of an adaptive ad campaign managementsystem 2600 is shown. The adaptive ad campaign management system 2600transmits the product description page for display on one or morecustomer computing devices 2608 via one of the platforms designated bythe business. In an embodiment, the product description page includes atext message initiator 3002. If the customer wishes to obtain additionalinformation regarding a product advertised on the product descriptionpage displayed on the customer computing device 2608, the customeractivates the text message initiator 3002. In an embodiment, the textmessage initiator 3002 is a text message tap button 3004 and thecustomer taps the text message tap button 3004 to activate the textmessage initiator 3002. In an embodiment, the product description pageis a VDP for an automobile.

The customer computing device 2608 responds to the activation of thetext message initiator by transmitting a text message from the customercomputing device 2608 to the adaptive ad campaign management system2600. At 3302, the text message transmitted by the customer computingdevice 2608 is received by adaptive ad campaign manager 2602. Thereceived text message includes embedded customer computing devicespecific data and product description page specific data. An example ofthe customer computing device specific data is a customer computingdevice phone number. Examples of the product description specific datainclude, but are not limited to, a product description page identifieridentifying the product description page displayed on the customercomputing device 2608 and a product description page link associatedwith the displayed product description page.

In an embodiment, the product description page specific data is VDPspecific data associated with a VDP displayed on the customer computingdevice 2608. Examples of the VDP specific data include, but are notlimited to, a VDP identifier identifying the VDP displayed on thecustomer computing device 2608 and a VDP link associated with thedisplayed VDP.

At 3304, the adaptive ad campaign manager 2602 identifies the adcampaign based on the received product description page specific data.In an embodiment, the adaptive ad campaign manager 2602 identifies theautomotive campaign ad based on the received VDP specific data.

At 3306, the adaptive ad campaign manager 2602 retrieves a SMS text fromthe SMS server 2612. In an embodiment, a tap text link associated withthe product advertised in the product description page is included theSMS text. In an embodiment, the adaptive ad campaign manager 2602 addsthe tap text link to the retrieved SMS text. At 3308, the adaptive adcampaign manager 2602 transmits the SMS text including the tap text linkto the customer computing device 2608.

The SMS text message including the tap text link is received at thecustomer computing device 2608. Clicking on the tap text link enables acustomer to complete a CTA associated with the product advertised on theproduct description page. Examples of CTA include, but are not limitedto, engage in a transaction associated with the product advertised onthe product description page and view a website associated with theproduct advertised on the product description page. In an embodiment, byclicking on the tap text link, the customer consents to allow theadaptive ad campaign management system 2600 to track and collectcustomer action data associated with the advertised product foranalytics. In an embodiment, the customer is provided with an option todisable the tracking feature.

At 3310, responsive to the activation of the tap text link, the adaptivead campaign manager 2602 transmits the customer computing devicespecific data, the product description page specific data, and adcampaign data to a business establishment computing device 2610associated with a business establishment that is suited to enable thecustomer to purchase the advertised product. In an embodiment, theadaptive ad campaign manager 2602 identifies one or more of the city,state, and zip code associated with the customer based on the customercomputing device specific data and transmits the identified one or moreof the city, state, and zip code associated with the customer to thebusiness establishment computing device 2610. The business establishmentmay use the received customer computing device specific data to contactthe customer to discuss a potential sale of the advertised product withthe customer. In an embodiment, the advertised product is an automobileand the business establishment is a automobile dealership.

At 3312, responsive to the activation of the tap text link, the adaptivead campaign manager 2602 transmits the customer computing devicespecific data, product description page specific data, the ad campaigndata, and all tracked customer actions to the analytics server therebyenabling the collection and analysis of ad campaign specific data.

FIG. 34 is a flow chart illustrating the use of an automotive adcampaign being utilized for both generic and highly tailored,user-specific interactions, while generating deep analytics of adinteractivity, according to an embodiment.

A campaign manager 3401 as shown is an ad campaign manager as describedin various embodiments, where the campaign manager is capable ofreceiving user input and communicating with at least one network todistribute created ad campaigns to websites or other platforms, andinteract with users across networks. In this embodiment, an ad campaigntype is specified, in this embodiment as an automotive campaign 3402,which may specify to the system what manner of ads, analytics, and usageit will have, which may be of varying importance depending on systemconfiguration. An ad campaign type does not necessarily have to bespecified for the system to operate properly, and may only be utilizedin some cases for labelling a campaign for other human users, such asadministrators, to understand the analytics and underlying ads beinggenerated. The campaign details 3403 may be specified as well from acampaign manager 3401, along with dealer inventory 3404, and dealerdetails 3405, for a specific dealer of an automotive product such as acar or truck. These details may be manually input into the system from acampaign manager 3401, or dynamically set, for instance from a call to adatabase. A customer's mobile website may then be viewed 3406, theoperation of which in a specified ad campaign may be different dependingon whether it is a “concierge” website or a “signature” website 3407,referring to a website that provides for a messenger assistant 3414 bfor “concierge” websites, or a “signature” website which merely providesfor basic information filled from a datastore but does not provide acustomized experience with a messenger assistant 3414 b. In either case,a determination is made as to whether or not a user is on a VehicleDetails Page (“VDP”) 3408, 3409, and if a user is not on such a page toview a product's description, a text messenger app is opened on theuser's phone 3412, to display a generic message to the user 3413, whileif the user is indeed on a VDP, their messenger app opens 3410, 3411 andthey are given a more specific message 3414 a, 3415 regarding thevehicle details, based in part on a lookup of the vehicle's ID in thedealer inventory 3404. It is useful to note that the text messagingapplications may be opened due to receiving an internet-initiated SMStext message directed at the user, for instance through the openstandard Internet Engineering Task Force (“IETF”) RFC 5724, “URI Schemefor Global System for Mobile Communications (GSM) Short Message Service(SMS).” As such, the interaction between a user and the advertisementcampaign as shown, may take them form of them merely seeing anadvertisement on the mobile website, tapping or clicking it, and the SMSbeing sent to them, initiating interactions. A user who was notinitially on the VDP and was given a generic message 3413 rather than adefault informational message 3414 a, 3415, may be given a more specificmessage 3415 or may be referred to a messenger assistant 3414 b forfurther customization and use with a chatbot or similar system. Ineither case, the default message 3415 or messenger assistant 3414 b thenmay store data 3416, 3417 including customer interactions, any messengerassistant interactions, customer purchases or referrals, location orphone number data, or other relevant data, in datastores, beforeallowing either a summary customer attribution 3419 in the case of anon-concierge or limited website use, or additional third-partyattributions 3418 as well as a more detailed customer attribution ifavailable 3420, to be used for compiling the completed analytics 3421 ofthe advertisement interactions. Third party attributions 3418 mayinclude attribution of interactions and results regarding the messengerassistant, or any related or referred products or links, during thecourse of advertisement interaction. Customer attributions may includeidentifying information about the customer and their selections, as muchas permitted by law and desired in the configuration of the system. Bycontrast, a summary customer attribution 3419 may be a similarattribution but with less or an equivalent amount of interaction andidentifying data, without third-party attribution data, due to a smalleramount of interaction.

FIG. 35 is a diagram of a system for adaptive advertisement within amobile application, according to an embodiment. A user mobile devicewith a communications and advertising application 3510 exists which maybe used by a consumer while connected to a network or multiple networks3520, such as but not limited to the Internet or a Cellular Network, andwhich may be a smartphone or other manner of mobile device such as atablet, or personal computing device. The operating system of such adevice may range from such software as ANDROID™ IOS™, WINDOWS™, LINUX™,or others, and a second mobile device 3511 may also operate on at leastone of the same networks 3520 as the first mobile device 3510, and maybe communicated with over that network or networks 3520 by the firstmobile device and application 3510. The application running on a firstmobile device 3510 may communicate over the network or networks 3520,such as with the TCP/IP protocol, with a notification service 3530 thatmanages both incoming and outgoing data to the application, for thepurpose of sending notifications such as PUSH notifications to the user,while also allowing a user to input and edit their own data for amatching service 3540, the data being stored in a datastore 3550. Theservices 3530, 3540 and datastore 3550 may be stored on the same serverdevice, or on some combination of separate or interconnected devices,the specific configuration of which is not limiting to the invention. Amatching service 3540 may be used to match a user's inserted preferencesand data with stored 3550 data from companies that wish to advertise tosuch users, for instance it may match a user who has very openpreferences for any companies offering advertised deals within a 20 mileradius, in which case the user may get notifications of such offerswithin his specified distance, from the matching service 3540. If amatch is made, the notification service 3530 is used to notify the userand allow them to perform an action based on the notification, withinthe application.

FIG. 36 is a method diagram for a system of adaptive advertisementwithin a mobile application, according to an embodiment. First a usermay register with a communications and advertisement application forservice, and input their personal data 3610. Personal data may includefields such as date of birth, name, location, gender or sex, sexualorientation, income, or any other data as needed by the communicationsand advertisement integration application. After a user registers andenters their selected data, a user may input further select data intothe application to be used for varying services such as keeping track ofpersonal reminders, keeping track of important dates such as birthdaysof loved ones, and matching select personal data with companies andoffers that coincide with specified preferences and data 3620, forinstance through a variety of menu options, text fields, and more. Auser may or may not then utilize the application to send manual orautomated media communications through text or voice to phone contacts,with the option of utilizing third party individuals affiliated with theapplication such as celebrities to license media for thesecommunications 3630. For instance, after a user has registered andentered relevant personal data into the application, they may specifythat automated “happy birthday” messages should be sent to theirrelatives as specified in the application, and may even include anoption for third parties such as celebrities or noteworthy figures tosend pre-recorded birthday messages, as part of the message sent to theuser's relatives. Such third party individuals may require payment, maybe part of a subscription package in the application, and may even beother relatives or a self-recorded audio file, rather than a third partyindividual. NFC communications mentioned earlier may integrate with theapplication 3640 for the purposes of allowing NFC-enabled products ortags to trigger an offer from an advertiser or seller to appear on acustomer's application. Voice-enabled communications with theapplication 3650 may also be enabled by a user so that they may replacetraditional user interface interactivity with voice commands, such asinstructing the application, “send happy birthday message to my AuntPatrice,” or some other voice command. Communications sent from a mobiledevice operating such an application may be received by a recipientdevice without such an application, and may be received as emails, textSMS messages, phone calls or messages, or other communications methods,techniques and services that may be or may become common in mobiledevice communications.

FIG. 37 is a message flow diagram for a system of adaptive advertisementwithin a mobile application, according to an embodiment. The devices orservices receiving or sending messages in the diagram are a phone withan integrated advertisement and communication application 3510, anotification service 3530, a matching service 3540, a datastore 3550,and a recipient device 3511. A user of a user mobile device running anintegrated advertisement and communication application 3510 may sendtheir preferences and personal data to a datastore 3550, 3710, allowinga notification service 3530 to poll this data and receive the customer'sdata as well as the data from companies that may wish to match with theconsumer 3720. The notification service 3530 then informs the user viathe application 3510 of any notifications, matches, or reminders thatare scheduled 3730, at which point a user may interact with thenotifications and respond to them 3740 which is sent to the matchingservice 3540, or the user may initiate communications with a secondrecipient mobile device 3511, 3750.

FIG. 38 is a flowchart showing an exemplary conversion of SMS, voice,and email data, for an exemplary automotive dealer interaction. First,an SMS engine from an advertisement integration application is initiated3805 that may include an SMS bot 3810, which may pose consumer questions3815. Query and response may include personal information questions,preferences, or settings for the application or for an instantcommunication. For example, if a merchant or advertiser wishes tocontact a consumer; or if the consumer has indicated they wish to becontacted by a merchant. A consumer may answer whether they wish to becontacted by phone or text 3820, and if they answer “phone,” a phonecall is initiated with an agent to gather and then convert their data tothe proper CRM format 3825 and to handle the consumer's interaction asnormal, such as converting the user data to MICROSOFT DYNAMICS 365™format, and storing it in an auto dealer's CRM system 3830, for anexemplary auto dealer interaction. If the user instead answer “text” atstep 3820, the application may initiate an SMS to email conversion 3835by taking the text typed by the consumer and putting it in theappropriate fields of an email, or by putting the text entirely in thebody of the email, depending on the implementation. The consumer datamay then be emailed to the auto dealer CRM system 3840 for input intothe system 3845, at which point an agent for the auto dealer may replyto the email sent by the consumer 3850 if applicable. The email sent bythe auto dealer agent is then converted into SMS 3855, for instance thebody of the email being put into the SMS, with the recipient beingautomatically matched with the email thread in the CRM. The consumer maybe asked if they wish to continue texts with the agent, by the SMS bot3860, at which point, if they specify “yes,” they will be redirectedback into the SMS-to-email loop 3835. If they answer “no” however,indicating that the interactions are finished, then a transcript of theSMS and emails between the consumer and auto dealer agent is captured3865 and all data is stored in an analytics data store for later use inanalytics reporting 3870.

FIG. 39 is a diagram of a system for adaptive advertisement within amobile application, according to an embodiment. A user mobile devicewith a communications and advertising application 3910 exists which maybe used by a consumer while connected to a network or multiple networks3920, such as but not limited to the Internet or a cellular network, andwhich may be a smartphone or other manner of mobile device such as atablet, or personal computing device. The operating system of such adevice may range from such software as ANDROID™ IOS™, WINDOWS™, LINUX™,or others, and a second mobile device 3915 may also operate on at leastone of the same networks 3920 as the first mobile device 3910, and maybe communicated with over that network or networks 3920 by the firstmobile device and application 3910.

The first mobile device 3910 comprises at least a microphone 3911, aspeech recognition engine 3912, a command interpreter 3913, and anapplication 3914. The command interpreter 3913 and speech recognition3912 are software operating on hardware connected to or part of theinterior of the mobile device 3910 and may be part of the software ofthe application 3914, rather than separate software. Independentsoftware for speech recognition 3912 may be used, such as DRAGONNATURALLY SPEAKING™, SPHINX™, and others. Some operating systems such asANDROID™ may have built-in speech recognition which may be utilized aswell. A microphone 3911 may be a separately connected device, also knownas an external microphone, or may be an integrated microphone that ispart of the construction of the mobile device 3910, and is used toreceive audio and deliver it to the speech recognition engine 3912,which interprets the audio data to form words, forwarding the translateddata to the command interpreter 3913 software, which interprets stringsof words as commands to the application 3914, such as “tap that link” or“send a birthday greeting to my Mother.”

The application running on a first mobile device 3910 may communicateover the network or networks 3920, such as with the TCP/IP protocol,with a notification service 3930 that manages both incoming and outgoingdata to the application, for the purpose of sending notifications suchas PUSH notifications to the user, while also allowing a user to inputand edit their own data for a matching service 3940, the data beingstored in a datastore 3950. The services 3930, 3940 and datastore 3950may be stored on the same server device, or on some combination ofseparate or interconnected devices, the specific configuration of whichis not limiting to the invention. A matching service 3940 may be used tomatch a user's inserted preferences and data with stored 3950 data fromcompanies that wish to advertise to such users, for instance it maymatch a user who has very open preferences for any companies offeringadvertised deals within a 20 mile radius, in which case the user may getnotifications of such offers within his specified distance, from thematching service 3940. If a match is made, the notification service 3930is used to notify the user and allow them to perform an action based onthe notification, within the application.

FIG. 40 is a method diagram for a system of adaptive advertisementwithin a mobile application, according to an embodiment. First a userspeaks into microphone 4010, which may be either an integratedmicrophone or an external or separately attached microphone, and whichmay be connected through one of several possible methods, including a3.5 mm jack using any of TS, TRS, TRRS, or TRRRS construction, or an XLRmicrophone either connected directly to the mobile device or connectedthrough the use of an adapter, or connected over a network connectionincluding wireless connections, or some other connection method. Theaudio data the user speaks is then translated into text with a speechrecognition engine, which may be software operating as part of themobile device or as part of a separately connected device, before givingthe string of translated words in the supported language of the user toa command interpreter to be interpreted as application commands 4020.According to the embodiment, the application in this instance may beused for integration of adaptive advertisement and other communications,utilizing a user's voice to receive commands rather than buttons or atouchscreen interface, or in addition to them in some cases. Suchcommands may include “send a birthday greeting to my Mother,” “I don'twant to get offers from automotive dealers,” “respond to that offer,”and others.

A user may register with a communications and advertisement applicationfor service, and input their personal data 4030. Personal data mayinclude fields such as date of birth, name, location, gender or sex,sexual orientation, income, or any other data as needed by thecommunications and advertisement integration application. After a userregisters and enters their selected data, a user may input furtherselect data into the application to be used for varying services such askeeping track of personal reminders, keeping track of important datessuch as birthdays of loved ones, and matching select personal data withcompanies and offers that coincide with specified preferences and data4040, for instance through a variety of menu options, text fields, andmore. A user may or may not then utilize the application to send manualor automated media communications through text or voice to phonecontacts, with the option of utilizing third party individualsaffiliated with the application such as celebrities to license media forthese communications 4050. For instance, after a user has registered andentered relevant personal data into the application, they may specifythat automated “happy birthday” messages should be sent to theirrelatives as specified in the application, and may even include anoption for third parties such as celebrities or noteworthy figures tosend pre-recorded birthday messages, as part of the message sent to theuser's relatives. Such third party individuals may require payment, maybe part of a subscription package in the application, and may even beother relatives or a self-recorded audio file, rather than a third partyindividual. NFC communications mentioned earlier may integrate with theapplication 4060 for the purposes of allowing NFC-enabled products ortags to trigger an offer from an advertiser or seller to appear on acustomer's application. Voice-enabled communications with theapplication 4070 may also be enabled by a user so that they may replacetraditional user interface interactivity with voice commands, such asinstructing the application, “send happy birthday message to my AuntPatrice,” or some other voice command. Communications sent from a mobiledevice operating such an application may be received by a recipientdevice without such an application, and may be received as emails, textSMS messages, phone calls or messages, or other communications methods,techniques and services that may be or may become common in mobiledevice communications.

FIG. 41 is a message flow diagram for a system of adaptive advertisementwithin a mobile application, according to an embodiment. The devices orservices receiving or sending messages in the diagram are a speechrecognition engine 3912, a command interpreter 3913, a mobileapplication 3914, a notification service 3930, a matching service 3940,a datastore 3950, and a recipient device 3915. A mobile device user mayspeak into a connected microphone to have their speech interpreted by aspeech recognition engine 3912, whereby the interpreted speech is sentfrom the speech recognition engine 3912 to the command interpreter 3913,4110. Such a data transmission may be merely a software pipeline betweentwo software operating on the same computer, or may be a networkconnection between software operating on network-connected devices. Sucha speech recognition engine 3912 may be an operating system service suchas one offered by ANDROID™ operating systems, or a proprietary or opensource system such as DRAGON NATURALLY SPEAKING™ or SPHINX™, while acommand interpreter 3913 may be an integrated software component of theapplication 3914, interpreting the string of text as a limited set ofcommands within the application 4120, such as “ignore that offer” or“close app.”

A user of a phone running an integrated advertisement and communicationapplication 3910 may send their preferences and personal data to adatastore 3950, 4130, allowing a notification service 3930 to poll thisdata and receive the customer's data as well as the data from companiesthat may wish to match with the consumer 4140. The notification service3930 then informs the user via the application 3910 of anynotifications, matches, or reminders that are scheduled 4150, at whichpoint a user may interact with the notifications and respond to them4160 which is sent to the matching service 3940, or the user mayinitiate communications with a second recipient mobile device 3915,4170.

FIG. 45 is a flow diagram showing the steps of an exemplary method forinteraction control. In a first step, 4501 receive an electronic requestfrom a first user device, electronic request comprising user name ornumber identifying user, origination address, product or service ofinterest, associated advertising campaign, time and date of availabilityif not immediately; to establish a text-based connection, text-based(e.g. SMS or other communication protocol available to those skilled inthe art); from a first user device whereas the first user device isassociated with a customer (e.g. customer user mobile device 130) to asecond user device whereas the second user device is associated with abusiness (e.g. business user mobile device 132). In a next step, 4502retrieve a first user profile data from a user profile database that maybe associated with a business' CRM system, user profile customer profiledata comprising user name, address, phone number, email, preferredcontact method, historical purchase information, customer tiering level(e.g. bronze, silver, gold), personal information (e.g. marital status,number of dependents, net worth, interests/hobbies). In a next step,4503 send an interaction routing request to a routing engine,interaction routing request comprising list of prior customerinteractions with business, brand, product, or if available competitorbusiness, brand or product, product or service purchased, amount ofpurchase, prior communications (e.g. text, chat, email, snail mail,voice call, call center interaction, in-person, telegram or othercommunications means) with business or business partner, attributiondata associated with advertising campaigns customer experiencedincluding media channel (e.g. TV, social media,near-field-communication, in-store offers, targeted email), dates andtimes of ad campaigns, aggerate sales data associated with eachadvertising campaign, customer-specific sales outcome (e.g. madepurchased, deferred purchase, returned item). In a next step, 4504receive target route information from a routing engine, target routeinformation comprising target type (e.g. traditional phone-based agent,multi-media agents, AI-based or traditional interactive voice response(“IVR”) systems, AI-driven chat bots or speech bots, or non-traditionalresources for example field sales), target resource name (e.g. JimJohnson), title (e.g. car sales advocate), destination address (e.g.360.867.5309). In a next step, 4505 send target route information tomedia translation server. In a next step, 4506 receive interactioncompletion data from a media translation server, interaction completiondata comprising first user identifier, second user identifier,interaction type (e.g. text-to-text, email-to-text, chat-to-text),interaction date and time stamp, interaction duration, terminationoriginator (e.g. first user device, second user device), interactionoutcome (e.g. purchase made, problem resolved, follow up required). In anext step, 4507 update interaction details to interaction database,interaction details comprising first user identifier, second useridentifier, interaction type (e.g. text-to-text, email-to-text,chat-to-text), interaction date and time stamp, interaction duration,termination originator (e.g. first user device, second user device),interaction outcome (e.g. purchase made, problem resolved, follow uprequired). In a next step, 4508 update interaction details to a CRMdatabase 185, interaction details comprising first user identifier,second user identifier, interaction type (e.g. text-to-text,email-to-text, chat-to-text), interaction date and time stamp,interaction duration, termination originator (e.g. first user device,second user device), interaction outcome (e.g. purchase made, problemresolved, follow up required).

FIG. 46 is a flow diagram showing the steps of an exemplary method forinteraction routing. In a first step, 4601 receive interaction routingrequest from interaction control server, interaction routing requestcomprising list of prior customer interactions with business, brand,product, or if available, competitor business, brand or product, productor service purchased, amount of purchase, prior communications (e.g.text, chat, email, snail mail, voice call, call center interaction,in-person, telegram or other communications means) with business orbusiness partner, attribution data associated with advertising campaignscustomer experienced including media channel (e.g. TV, social media,near-field-communication, in-store offers, targeted email), dates andtimes of ad campaigns, aggerate sales data associated with eachadvertising campaign, customer-specific sales outcome (e.g. madepurchased, deferred purchase, returned item). In a next step, 4602retrieve routable resource data from resource repository, routableresource data comprising target route information comprising target type(e.g. traditional phone-based agent, multi-media agents, AI-based ortraditional interactive voice response (“IVR”) systems, AI-driven chatbots or speech bots, or non-traditional resources for example fieldsales), target resource name (e.g. Jim Johnson), title (e.g. car salesadvocate), destination address (e.g. 360.867.5309). In a next step, 4603identify target availability. In a next step, 4604 determine optimalresource to route the interaction, optimal resource determination isachieved through use AI techniques known to those skilled in the artincluding deep learning algorithms and incorporate data comprised oftime-of-day, day-of-week, store hours, resource availability, servicelevel requirements, customer user profile data, previous customerinteraction and transactions, customer tiering structure, and businessCRM data. In a next step, 4605 send target route information (seconduser) to interaction control server, target route information targetroute information comprising target type (e.g. traditional phone-basedagent, multi-media agents, AI-based or traditional interactive voiceresponse (“IVR”) systems, AI-driven chat bots or speech bots, ornon-traditional resources for example field sales), target resource name(e.g. Jim Johnson), title (e.g. car sales advocate), destination address(e.g. 360.867.5309).

FIG. 47 is a flow diagram showing the steps of an exemplary method formedia translation. In a first step, 4701 receive target routeinformation from an interaction control server, target route informationcomprising target route information comprising target type (e.g.traditional phone-based agent, multi-media agents, AI-based ortraditional interactive voice response (“IVR”) systems, AI-driven chatbots or speech bots, or non-traditional resources for example fieldsales), target resource name (e.g. Jim Johnson), title (e.g. car salesadvocate), destination address (e.g. 360.867.5309). In a next step, 4702translate media connection type, media connection type comprisingtext-to-text, email-to-text, or chat-to-text. In a next step, 4703 setup interaction control legs between a first user device (e.g. customer)and a second user device (e.g. business user), interaction control legscomprising communication network sockets (e.g. IP/TCP) that enablecommunication between user devices. In a next step, 4704 mask userdevice endpoint information from a first user to a second user, and froma second user to a first user. In a next step, 4705 establish mediastream between a first user and a second user. In a next step, 4706convert media stream as required, converted media stream includeemail-to-text, chat-to-text such that customer user device (text, chat,email) can communicate with business user device (text) withoutnecessitating using a dedicated device or changing devices ordownloading and logging into a dedicated application on either customeruser device or business user device. In a next step, 4707 terminateconnection, termination request may come from either customer userdevice or business user device. In a next step, 4708 notify interactioncontrol server of terminated connection and provide interactioncompletion data, interaction completion data comprising first useridentifier, second user identifier, interaction type (e.g. text-to-text,email-to-text, chat-to-text), interaction date and time stamp,interaction duration, termination originator (e.g. first user device,second user device), interaction outcome (e.g. purchase made, problemresolved, follow up required).

FIG. 48 is a flow diagram showing the steps of an exemplary method forinteraction transfer from a first user and a second user, to a firstuser and a third user. In a first step, 4801 create interaction mediastreams between a first user and a second user as exemplified in flowdiagrams FIG. 45 , FIG. 46 , and FIG. 47 . In a next step, 4802 a seconduser device sends a request to an interaction control server to transferthe interaction to a third user device. In a next step, 4803 aninteraction control server initiates a transfer routing request to aninteraction routing engine. In a next step, 4804 an interaction routingengine receives transfer routing request from an interaction controlserver, transfer routing request comprising list of current and priorcustomer interactions with business, brand, product, or if available,competitor business, brand or product, product or service purchased,amount of purchase, prior communications (e.g. text, chat, email, snailmail, voice call, call center interaction, in-person, telegram or othercommunications means) with business or business partner, attributiondata associated with advertising campaigns customer experiencedincluding media channel (e.g. TV, social media,near-field-communication, in-store offers, targeted email), dates andtimes of ad campaigns, aggerate sales data associated with eachadvertising campaign, customer-specific sales outcome (e.g. madepurchased, deferred purchase, returned item). In a next step, 4805 aninteraction routing engine retrieves enterprise resource data fromresource repository, enterprise resource data comprising target routeinformation comprising target type (e.g. traditional phone-based agent,multi-media agents, AI-based or traditional interactive voice response(“IVR”) systems, AI-driven chat bots or speech bots, or non-traditionalresources for example field sales), target resource name (e.g. JimJohnson), title (e.g. car sales advocate), destination address (e.g.360.867.5309). In a next step, 4806 select enterprise resource totransfer route the interaction, enterprise resource determination isachieved through use AI techniques known to those skilled in the artincluding deep learning algorithms and incorporate data comprised oftime-of-day, day-of-week, store hours, resource availability, servicelevel requirements, customer user profile data, previous customerinteraction and transactions, customer tiering structure, and businessCRM data. In a next step, 4807 identify transfer target availabilitybased on calendar availability, if unavailable check next resource intarget list. In a next step, 4808 send target transfer route information(third user) from an interaction routing engine to an interactioncontrol server. In a next step, 4809 receive target transfer routeinformation at an interaction control server. In a next step, 4810translate media connection type, media connection type comprisingtext-to-text, email-to-text, or chat-to-text. In a next step, 4811 setup interaction control legs between a first user device (e.g. customer)and a third user device (e.g. business user), interaction control legscomprising communication network sockets (e.g. IP/TCP) that enablecommunication between user devices. In a next step, 4812 mask userdevice endpoint information from a first user to a third user, and froma third user to a first user. In a next step, 4813 establish mediastream between a first user and a third user. In a next step, 4814convert media stream as required, converted media stream includeemail-to-text, chat-to-text such that customer user device (text, chat,email) can communicate with business user device (text) withoutnecessitating using a dedicated device or changing devices ordownloading and logging into a dedicated application on either customeruser device or business user device. In a next step, 4815 terminateconnection, termination request may come from either customer userdevice or business user device. In a next step, 4816 update enterpriseCRM database with interaction completion data, interaction completiondata comprising first user identifier, second user identifier, thirduser identifier, interaction type (e.g. text-to-text, email-to-text,chat-to-text), interaction date and time stamp, interaction duration,termination originator (e.g. first user device, second user device),interaction outcome (e.g. purchase made, problem resolved, follow uprequired).

FIG. 49 is a flow diagram showing the steps of an exemplary method forvoice interaction from a first user to a voicemail of a second user; anda subsequent text interaction from a second user to a first user as aresult of the voice interaction. In a first step, 4901 create an inboundvoice call from a first user device whereas the first user device isassociated with a customer (e.g. customer user mobile device 130) to aninteraction control server associated with an enterprise and businessuser devices (e.g. business user mobile device 132 or other businessuser mobile device 134); inbound voice call is initiated through firstuser interaction with first user device, by clicking on text link, ortapping on picture element; inbound voice call data comprising user nameor number identifying user, origination address, product or service ofinterest, and associated advertising campaign. In a next step, 4902retrieve a first user profile data from a user profile database that maybe associated with a business' CRM system or other enterprise database,user profile customer profile data comprising user name, address, phonenumber, email, preferred contact method, historical purchaseinformation, customer tiering level (e.g. bronze, silver, gold),personal information (e.g. marital status, number of dependents, networth, interests/hobbies). In a next step, 4903 send an interactionrouting request from an interaction control server to a routing engine,interaction routing request comprising list of prior customerinteractions with business, brand, product, or if available competitorbusiness, brand or product, product or service purchased, amount ofpurchase, prior communications (e.g. text, chat, email, snail mail,voice call, call center interaction, in-person, telegram or othercommunications means) with business or business partner, attributiondata associated with advertising campaigns customer experiencedincluding media channel (e.g. TV, social media,near-field-communication, in-store offers, targeted email), dates andtimes of ad campaigns, aggerate sales data associated with eachadvertising campaign, customer-specific sales outcome (e.g. madepurchased, deferred purchase, returned item). In a next step, 4904 aninteraction routing engine receives routing request from an interactioncontrol server, routing request comprising list of current and priorcustomer interactions with business, brand, product, or if available,competitor business, brand or product, product or service purchased,amount of purchase, prior communications (e.g. text, chat, email, snailmail, voice call, call center interaction, in-person, telegram or othercommunications means) with business or business partner, attributiondata associated with advertising campaigns customer experiencedincluding media channel (e.g. TV, social media,near-field-communication, in-store offers, targeted email), dates andtimes of ad campaigns, aggerate sales data associated with eachadvertising campaign, customer-specific sales outcome (e.g. madepurchased, deferred purchase, returned item). In a next step, 4905 aninteraction routing engine retrieves enterprise resource data fromresource repository, enterprise resource data comprising target routeinformation comprising target type (e.g. traditional phone-based agent,AI-based such as natural language processing or traditional interactivevoice response (“IVR”) systems, or non-traditional resources for examplefield sales), target resource name (e.g. Jim Johnson), title (e.g. carsales advocate), destination address (e.g. 360.867.5309). In a nextstep, 4906 select enterprise resource to route the voice call,enterprise resource determination is achieved through use AI techniquesknown to those skilled in the art including deep learning algorithms andincorporate data comprised of time-of-day, day-of-week, store hours,resource availability, service level requirements, customer user profiledata, previous customer interaction and transactions, customer tieringstructure, and business CRM data. In a next step, 4907 identify targetavailability based on calendar availability, if enterprise resourceunavailable, go back to step 4906 and select next resource in targetlist. If resource is available in a next step, 4908 send target routeinformation from an interaction routing engine to an interaction controlserver. In a next step, 4909 receive target route information at aninteraction control server. In a next step, 4910 send voice call set uprequest from an interaction control server to a business user mobiledevice. In a next step, 4911 voice call set up request is accepted orrejected. If the call setup request is accepted by the business usermobile device, then in a next step, 4912 set up interaction control legsbetween a first user device (e.g. customer) and a second user device(e.g. business user), interaction control legs comprising communicationnetwork sockets (e.g. IP/TCP) that enable communication between userdevices. In a next step, 4913 mask (“ghost”) user device endpointinformation from a first user to a second user, and from a second userto a first user. In a next step, 4914 establish interaction (e.g. voice,text) media stream from a first user to a second user, and from a seconduser to a first user. In a next step, 4915 convert media stream asrequired, converted media stream include email-to-text, chat-to-textsuch that customer user device (text, chat, email) can communicate withbusiness user device (text) without necessitating using a dedicateddevice or changing devices or downloading and logging into a dedicatedapplication on either customer user device or business user device. In anext step, 4916 terminate connection, termination request may come fromeither first user (customer) device or second user (business) device. Ina next step, 4917 update enterprise CRM database with interactioncompletion data, interaction completion data comprising first useridentifier, second user identifier, interaction type (e.g.voice-to-voicemail, voice-to-voice, text-to-text, email-to-text,chat-to-text), interaction date and time stamp, interaction duration,termination originator (e.g. first user device, second user device),interaction outcome (e.g. purchase made, problem resolved, follow uprequired). If the call setup request is not accepted 4911 by thebusiness user mobile device, then in a next step, 4918 a determinationis made enterprise resources have been selected from a routable targetlist. If enterprise resources are not exhausted, then process returns tostep 4906. If enterprise resources are exhausted, then in a next step4919, an interaction control server routes call to first targeted second(business) user voicemail. In a next step 4920, send notification (e.g.text message) to business user mobile device. In a next step, 4921 asecond user (business) user mobile device sends an electronic messagethrough an interaction control server to first user (customer) mobiledevice requesting to connect. In a next step, 4922 first user mobiledevice either accepts or rejects the request to connect. If the firstuser accepts the request, then process continues to step 4912. If thefirst user device does not accept, then process continues to step 4916.

FIG. 50 is a flow diagram showing the steps of an exemplary method forauthentication of the TCPA compliant mobile device. In a first step,5001 the TCPA compliant mobile device 136 requests user to enter theirauthentication data that uniquely identifies them, the request may be inthe form of a log in screen to receive typed user input, a voice promptfrom an auditory device, a camera lens to receive visual data, or afluid receptacle to receive identifying fluids from a user, or any othermeans to collect uniquely identifying user data. In a next step, 5002the device user enters their authentication data (authenticationfactors) that uniquely identifies them, authentication data input mayinclude what the user knowns (e.g. user name, user password, personalidentification number, etc.), what the user has (e.g. mobile pushauthenticator, multi-factor authentication code generated from 3^(rd)party device such as GEMALTO™, GOOGLE AUTHENTICATOR™, or other device),something the user is (e.g. biometric data from retinal scan,fingerprint, DNA sample and the like), or some other verificationtechnique. In a next step, 5003 the secure mobile device sendsauthentication request along with authentication data to the interactioncontrol server 4218. In a next step, 5004 interaction control serverreceives 4218 authentication request along with authentication data. Ina next step, 5005 the interaction control server retrieves business userprofile data 4220 from database 155 that may be associated with abusiness' CRM system or other enterprise database, business user profiledata comprising user name, address, phone number, job/position title,level of authorization available to business user, level ofauthorization may include systems (e.g. CRM, payroll, sales, humanresources) or data (e.g. sales, customer, account) accessible by abusiness user. In a next step, 5006 the user is authenticated which mayinclude comparing the authentication data, such as username,one-time-password, retinal scan data or the like, with correspondingdata stored in user profile database or 3rd party credential serviceprovider or similar technique to those skilled in the art. In a nextstep, 5007 if the user is a valid user, then the TCPA compliant mobiledevice 136 is enabled 5008 to send or receive electronic communicationsthrough the interaction control server 4218; if the user is determinedinvalid, the TCPA compliant mobile device is disabled 5009 to send orreceive any electronic communication until a successful authenticationoccurs.

FIG. 51 is a method diagram illustrating routing of communicationsbetween a customer and one or more agents, according to an embodiment. Aconsumer mobile device running an integrated advertisement andcommunication application 5101 comprises a unique tracking ID. Thatunique tracking ID allows the advertisement and communicationapplication to log customer information passively and actively 5102 andthen is stored in a customer CRM database 5104 to a customer profilematching the unique tracking ID. During the use or various purposesinvolving the advertisement and communication application, such as a taptext link or interaction, a lookup of the user's data using the uniqueID 5103 to better inform sales and business agents with data about theinteraction and customer. For example, during the use of a tap textapplication, a lookup sequence is initiated 5105 whereby agent locations(users) and route types (sequential, round robin, percentage) 5106 arefirst identified. Agents may be contacted in a prioritized manneraccording to various parameters such as expertise, location,performance, scheduling, etc. Customer preferences may be considered asto a preferred type of communication regardless of the initial method ofcontact. Customer data such as location or hobbies may allow agents tostrike up more personalized conversations with the customer to form astronger relationship thus increasing sales. Typically, a round robin isperformed 5108 until either an agent responds 5107, or the list ofpossible agents is exhausted and the customer will be routed to thevoicemail on the primary agent's device 5110. Whether or not an agentmakes contact with a customer 5109, messages 5112 such as SMS messageswill be generated providing content as described in previous figures.Additionally, details and other telemetry will be sent to the agent ofhighest priority 5111. That agent may be any agent in the chain thatactually made contact with the customer, or an agent that received avoicemail from the customer. Upon completion of a conversation, or lackthereof, recorded audio and other details and reports are stored 5113with the customer's profile in the CRM database 5104. At all times,uniquely identifying contact information, e.g., phone number, email,etc., of the customer and agents are hidden from each other regardlessof which communication channel is used. Furthermore, the dynamic routingof an interaction is pulled from the mobile application via a webserviceaccording to one aspect.

FIG. 52 is a method diagram illustrating omnichannel conversion to SMSbetween a customer and one or more agents, according to an embodiment.This diagram illustrates a method for converting all omnichannelcommunications to text. Specifically, when a customer is presented withan option for a chat, in this case meaning a web-based chat, and he orshe chooses to chat, all communications from the customer are convertedto SMS texts and sent directly to an agent without the agent needing theapplication. The same may happen for emails, whereby a media translationsystem converts SMS texts from the agent to emails sent to the customer.

A consumer mobile device running an integrated advertisement andcommunication application 5201 comprises a unique tracking ID. Thatunique tracking ID allows the advertisement and communicationapplication to log customer information passively and actively 5202 andthen is stored in a customer CRM database 5204 to a customer profilematching the unique tracking ID. During the use or various purposesinvolving the advertisement and communication application, such as a taptext link or interaction, a lookup of the user's data using the uniqueID 5203 to better inform sales and business agents with data about theinteraction and customer. For example, during the use of a tap textapplication, a user may be presented with an option for chat, email,and/or text 5205. If the user chooses email or text, a media translationsystem will receive, convert 5207, 5208, and facilitate a conversationbetween the user and an agent. The agent will not need to have anyapplication or special software to participate in the conversation asall incoming communications from the user 5201 are converted to SMStexts for the agent. If the consumer requests communication with anagent via text, the media translation system will relay those messages5206, keeping both numbers anonymous. A lookup sequence is initiated5209 whereby agent locations (users) and route types (sequential, roundrobin, percentage) are first identified. Agents may be contacted in aprioritized manner according to various parameters such as expertise,location, performance, scheduling, etc. Customer preferences may beconsidered as to a preferred type of communication regardless of theinitial method of contact. Customer data such as location or hobbies mayallow agents to strike up more personalized conversations with thecustomer to form a stronger relationship thus increasing sales.Typically, a round robin is performed 5211 until either an agentresponds 5210, or the list of possible agents is exhausted and thecustomer will be routed to the voicemail on the primary agent's device5213. Whether or not an agent makes contact with a customer 5109,messages 5215 such as SMS messages will be generated providing contentas described in previous figures. Additionally, details and othertelemetry will be sent to the agent of highest priority 5214. That agentmay be any agent in the chain that actually made contact with thecustomer, or an agent that received a voicemail from the customer. Uponcompletion of a conversation 5212, or lack thereof, recorded audio andother details and reports are stored 5216 with the customer's profile inthe CRM database 5204. At all times, uniquely identifying contactinformation, e.g., phone number, email, etc., of the customer and agentsare hidden from each other regardless of which communication channel isused. Furthermore, the dynamic routing of an interaction is pulled fromthe mobile application via a webservice according to one aspect.

Hardware Architecture

Generally, the techniques disclosed herein may be implemented onhardware or a combination of software and hardware. For example, theymay be implemented in an operating system kernel, in a separate userprocess, in a library package bound into network applications, on aspecially constructed machine, on an application-specific integratedcircuit (“ASIC”), or on a network interface card.

Software/hardware hybrid implementations of at least some of the aspectsdisclosed herein may be implemented on a programmable network-residentmachine (which should be understood to include intermittently connectednetwork-aware machines) selectively activated or reconfigured by acomputer program stored in memory. Such network devices may havemultiple network interfaces that may be configured or designed toutilize different types of network communication protocols. A generalarchitecture for some of these machines may be described herein in orderto illustrate one or more exemplary means by which a given unit offunctionality may be implemented. According to specific aspects, atleast some of the features or functionalities of the various aspectsdisclosed herein may be implemented on one or more general-purposecomputers associated with one or more networks, such as for example anend-user computer system, a client computer, a network server or otherserver system, a mobile computing device (e.g., tablet computing device,mobile phone, smartphone, laptop, or other appropriate computingdevice), a consumer electronic device, a music player, or any othersuitable electronic device, router, switch, or other suitable device, orany combination thereof. In at least some aspects, at least some of thefeatures or functionalities of the various aspects disclosed herein maybe implemented in one or more virtualized computing environments (e.g.,network computing clouds, virtual machines hosted on one or morephysical computing machines, or other appropriate virtual environments).

Referring now to FIG. 16 , there is shown a block diagram depicting anexemplary computing device 10 suitable for implementing at least aportion of the features or functionalities disclosed herein. Computingdevice 10 may be, for example, any one of the computing machines listedin the previous paragraph, or indeed any other electronic device capableof executing software- or hardware-based instructions according to oneor more programs stored in memory. Computing device 10 may be configuredto communicate with a plurality of other computing devices, such asclients or servers, over communications networks such as a wide areanetwork a metropolitan area network, a local area network, a wirelessnetwork, the Internet, or any other network, using known protocols forsuch communication, whether wireless or wired.

In one embodiment, computing device 10 includes one or more centralprocessing units (CPU) 12, one or more interfaces 15, and one or morebusses 14 (such as a peripheral component interconnect (PCI) bus). Whenacting under the control of appropriate software or firmware, CPU 12 maybe responsible for implementing specific functions associated with thefunctions of a specifically configured computing device or machine. Forexample, in at least one embodiment, a computing device 10 may beconfigured or designed to function as a server system utilizing CPU 12,local memory 11 and/or remote memory 16, and interface(s) 15. In atleast one embodiment, CPU 12 may be caused to perform one or more of thedifferent types of functions and/or operations under the control ofsoftware modules or components, which for example, may include anoperating system and any appropriate applications software, drivers, andthe like.

CPU 12 may include one or more processors 13 such as, for example, aprocessor from one of the Intel, ARM, Qualcomm, and AMD families ofmicroprocessors. In some embodiments, processors 13 may includespecially designed hardware such as application-specific integratedcircuits (ASICs), electrically erasable programmable read-only memories(EEPROMs), field-programmable gate arrays (FPGAs), and so forth, forcontrolling operations of computing device 10. In a specific embodiment,a local memory 11 (such as non-volatile random access memory (RAM)and/or read-only memory (ROM), including for example one or more levelsof cached memory) may also form part of CPU 12. However, there are manydifferent ways in which memory may be coupled to system 10. Memory 11may be used for a variety of purposes such as, for example, cachingand/or storing data, programming instructions, and the like. It shouldbe further appreciated that CPU 12 may be one of a variety ofsystem-on-a-chip (SOC) type hardware that may include additionalhardware such as memory or graphics processing chips, such as a QUALCOMMSNAPDRAGON™ or SAMSUNG EXYNOS™ CPU as are becoming increasingly commonin the art, such as for use in mobile devices or integrated devices.

As used herein, the term “processor” is not limited merely to thoseintegrated circuits referred to in the art as a processor, a mobileprocessor, or a microprocessor, but broadly refers to a microcontroller,a microcomputer, a programmable logic controller, anapplication-specific integrated circuit, and any other programmablecircuit.

In one embodiment, interfaces 15 are provided as network interface cards(NICs). Generally, NICs control the sending and receiving of datapackets over a computer network; other types of interfaces 15 may forexample support other peripherals used with computing device 10. Amongthe interfaces that may be provided are Ethernet interfaces, frame relayinterfaces, cable interfaces, DSL interfaces, token ring interfaces,graphics interfaces, and the like. In addition, various types ofinterfaces may be provided such as, for example, universal serial bus(USB), Serial, Ethernet, FIREWIRE™, THUNDERBOLT™, PCI, parallel, radiofrequency (RF), BLUETOOTH™, near-field communications (e.g., usingnear-field magnetics), 802.11 (Wi-Fi), frame relay, TCP/IP, ISDN, fastEthernet interfaces, Gigabit Ethernet interfaces, Serial ATA (SATA) orexternal SATA (ESATA) interfaces, high-definition multimedia interface(HDMI), digital visual interface (DVI), analog or digital audiointerfaces, asynchronous transfer mode (ATM) interfaces, high-speedserial interface (HSSI) interfaces, Point of Sale (POS) interfaces,fiber data distributed interfaces (FDDIs), and the like. Generally, suchinterfaces 15 may include physical ports appropriate for communicationwith appropriate media. In some cases, they may also include anindependent processor (such as a dedicated audio or video processor, asis common in the art for high-fidelity A/V hardware interfaces) and, insome instances, volatile and/or non-volatile memory (e.g., RAM).

Although the system shown in FIG. 16 illustrates one specificarchitecture for a computing device 10 for implementing one or more ofthe embodiments described herein, it is by no means the only devicearchitecture on which at least a portion of the features and techniquesdescribed herein may be implemented. For example, architectures havingone or any number of processors 13 may be used, and such processors 13may be present in a single device or distributed among any number ofdevices. In one embodiment, a single processor 13 handles communicationsas well as routing computations, while in other embodiments a separatededicated communications processor may be provided. In variousembodiments, different types of features or functionalities may beimplemented in a system that includes a client device (such as a tabletdevice or smartphone running client software) and server systems (suchas a server system described in more detail below).

Regardless of network device configuration, the system may employ one ormore memories or memory modules (such as, for example, remote memoryblock 16 and local memory 11) configured to store data, programinstructions for the general-purpose network operations, or otherinformation relating to the functionality of the embodiments describedherein (or any combinations of the above). Program instructions maycontrol execution of or comprise an operating system and/or one or moreapplications, for example. Memory 16 or memories 11, 16 may also beconfigured to store data structures, configuration data, encryptiondata, historical system operations information, or any other specific orgeneric non-program information described herein.

Because such information and program instructions may be employed toimplement one or more systems or methods described herein, at least somenetwork device embodiments may include nontransitory machine-readablestorage media, which, for example, may be configured or designed tostore program instructions, state information, and the like forperforming various operations described herein. Examples of suchnontransitory machine-readable storage media include, but are notlimited to, magnetic media such as hard disks, floppy disks, andmagnetic tape; optical media such as CD-ROM disks; magneto-optical mediasuch as optical disks, and hardware devices that are speciallyconfigured to store and perform program instructions, such as read-onlymemory devices (ROM), flash memory (as is common in mobile devices andintegrated systems), solid state drives (SSD) and “hybrid SSD” storagedrives that may combine physical components of solid state and hard diskdrives in a single hardware device (as are becoming increasingly commonin the art with regard to personal computers), memristor memory, randomaccess memory (RAM), and the like. It should be appreciated that suchstorage means may be integral and non-removable (such as RAM hardwaremodules that may be soldered onto a motherboard or otherwise integratedinto an electronic device), or they may be removable such as swappableflash memory modules (such as “thumb drives” or other removable mediadesigned for rapidly exchanging physical storage devices),“hot-swappable” hard disk drives or solid state drives, removableoptical storage discs, or other such removable media, and that suchintegral and removable storage media may be utilized interchangeably.Examples of program instructions include both object code, such as maybe produced by a compiler, machine code, such as may be produced by anassembler or a linker, byte code, such as may be generated by forexample a JAVA™ compiler and may be executed using a Java virtualmachine or equivalent, or files containing higher level code that may beexecuted by the computer using an interpreter (for example, scriptswritten in Python, Perl, Ruby, Groovy, or any other scripting language).

In some embodiments, systems may be implemented on a standalonecomputing system. Referring now to FIG. 17 , there is shown a blockdiagram depicting a typical exemplary architecture of one or moreembodiments or components thereof on a standalone computing system.Computing device 20 includes processors 21 that may run software thatcarry out one or more functions or applications of embodiments, such asfor example a client application 24. Processors 21 may carry outcomputing instructions under control of an operating system 22 such as,for example, a version of MICROSOFT WINDOWS™ operating system, APPLEOSX™ or iOS™ operating systems, some variety of the Linux operatingsystem, ANDROID™ operating system, or the like. In many cases, one ormore shared services 23 may be operable in system 20, and may be usefulfor providing common services to client applications 24. Services 23 mayfor example be WINDOWS™ services, user-space common services in a Linuxenvironment, or any other type of common service architecture used withoperating system 21. Input devices 28 may be of any type suitable forreceiving user input, including for example a keyboard, touchscreen,microphone (for example, for voice input), mouse, touchpad, trackball,or any combination thereof. Output devices 27 may be of any typesuitable for providing output to one or more users, whether remote orlocal to system 20, and may include for example one or more screens forvisual output, speakers, printers, or any combination thereof. Memory 25may be random-access memory having any structure and architecture knownin the art, for use by processors 21, for example to run software.Storage devices 26 may be any magnetic, optical, mechanical, memristor,or electrical storage device for storage of data in digital form (suchas those described above, referring to FIG. 16 ). Examples of storagedevices 26 include flash memory, magnetic hard drive, CD-ROM, and/or thelike.

In some embodiments, systems may be implemented on a distributedcomputing network, such as one having any number of clients and/orservers. Referring now to FIG. 18 , there is shown a block diagramdepicting an exemplary architecture 30 for implementing at least aportion of a system on a distributed computing network. According to theembodiment, any number of clients 33 may be provided. Each client 33 mayrun software for implementing client-side portions; clients may comprisea system 20 such as that illustrated in FIG. 17 . In addition, anynumber of servers 32 may be provided for handling requests received fromone or more clients 33. Clients 33 and servers 32 may communicate withone another via one or more electronic networks 31, which may be invarious embodiments any of the Internet, a wide area network, a mobiletelephony network (such as CDMA or GSM cellular networks), a wirelessnetwork (such as Wi-Fi, WiMAX, LTE, and so forth), or a local areanetwork (or indeed any network topology known in the art. Networks 31may be implemented using any known network protocols, including forexample wired and/or wireless protocols.

In addition, in some embodiments, servers 32 may call external services37 when needed to obtain additional information, or to refer toadditional data concerning a particular call. Communications withexternal services 37 may take place, for example, via one or morenetworks 31. In various embodiments, external services 37 may compriseweb-enabled services or functionality related to or installed on thehardware device itself. For example, in an embodiment where clientapplications 24 are implemented on a smartphone or other electronicdevice, client applications 24 may obtain information stored in a serversystem 32 in the cloud or on an external service 37 deployed on one ormore of a particular enterprise's or user's premises.

In some embodiments, clients 33 or servers 32 (or both) may make use ofone or more specialized services or appliances that may be deployedlocally or remotely across one or more networks 31. For example, one ormore databases 34 may be used or referred to by one or more embodiments.It should be understood by one having ordinary skill in the art thatdatabases 34 may be arranged in a wide variety of architectures andusing a wide variety of data access and manipulation means. For example,in various embodiments one or more databases 34 may comprise arelational database system using a SQL, while others may comprise analternative data storage technology such as those referred to in the artas “NoSQL” (for example, HADOOP CASSANDRA™, GOOGLE BIGTABLE™, and soforth). In some embodiments, variant database architectures such ascolumn-oriented databases, in-memory databases, clustered databases,distributed databases, or even flat file data repositories may be used.It will be appreciated by one having ordinary skill in the art that anycombination of known or future database technologies may be used asappropriate, unless a specific database technology or a specificarrangement of components is specified for a particular embodimentherein. Moreover, it should be appreciated that the term “database” asused herein may refer to a physical database machine, a cluster ofmachines acting as a single database system, or a logical databasewithin an overall database management system. Unless a specific meaningis specified for a given use of the term “database”, it should beconstrued to mean any of these senses of the word, all of which areunderstood as a plain meaning of the term “database” by those havingordinary skill in the art.

Similarly, most embodiments may make use of one or more security systems36 and configuration systems 35. Security and configuration managementare common information technology (IT) and web functions, and someamount of each are generally associated with any IT or web systems. Itshould be understood by one having ordinary skill in the art that anyconfiguration or security subsystems known in the art now or in thefuture may be used in conjunction with embodiments without limitation,unless a specific security 36 or configuration system 35 or approach isspecifically required by the description of any specific embodiment.

FIG. 19 shows an exemplary overview of a computer system 40 as may beused in any of the various locations throughout the system. It isexemplary of any computer that may execute code to process data. Variousmodifications and changes may be made to computer system 40 withoutdeparting from the broader scope of the system and method disclosedherein. Central processor unit (CPU) 41 is connected to bus 42, to whichbus is also connected memory 43, nonvolatile memory 44, display 47,input/output (I/O) unit 48, and network interface card (NIC) 53. I/Ounit 48 may, typically, be connected to keyboard 49, pointing device 50,hard disk 52, and real-time clock 51. NIC 53 connects to network 54,which may be the Internet or a local network, which local network may ormay not have connections to the Internet. Also shown as part of system40 is power supply unit 45 connected, in this example, to a mainalternating current (AC) supply 46. Not shown are batteries that couldbe present, and many other devices and modifications that are well knownbut are not applicable to the specific novel functions of the currentsystem and method disclosed herein. It should be appreciated that someor all components illustrated may be combined, such as in variousintegrated applications, for example Qualcomm or Samsungsystem-on-a-chip (SOC) devices, or whenever it may be appropriate tocombine multiple capabilities or functions into a single hardware device(for instance, in mobile devices such as smartphones, video gameconsoles, in-vehicle computer systems such as navigation or multimediasystems in automobiles, or other integrated hardware devices).

In various embodiments, functionality for implementing systems ormethods may be distributed among any number of client and/or servercomponents. For example, various software modules may be implemented forperforming various functions in connection with the various embodiments,and such modules may be variously implemented to run on server and/orclient components.

The skilled person will be aware of a range of possible modifications ofthe various embodiments described above. Accordingly, the presentinvention is defined by the claims and their equivalents.

What is claimed is:
 1. A system for smart masking of personalinformation, comprising: an interaction control server comprising afirst plurality of programming instructions stored in a memory of, andoperable on a processor of, a computing device, wherein the firstplurality of programming instructions, when operating on the processorof the computing device, cause the computing device to: receive a firstelectronic request from a first user device to establish a voice-basedconnection from the first user device to a second user device, thesecond user device being an enterprise resource associated with anenterprise; instantiate a voice-based interaction between the first userdevice and the second user device to fulfill the first electronicrequest from the first user device; send the voice-based interaction toa media translation server; and store a first plurality of details aboutthe voice-based interaction to an interaction database; a mediatranslation server comprising a third plurality of programminginstructions stored in a memory of, and operable on a processor of, thecomputing device, wherein the third plurality of programminginstructions, when operating on the processor of the computing device,cause the computing device to: retrieve a plurality of masking rulesfrom a database, each of the retrieved plurality of masking rulescomprising a plurality of rule definitions and being selected forretrieval based at least in part on the voice-based interaction; apply aplurality of rule definitions from at least one of the plurality ofmasking rules to information associated with the voice-basedinteraction; and establish a real-time voice stream between the firstuser device and the second user device.
 2. The system of claim 1,wherein a rule definition is based on at least one of the first userdevice and the second user device.
 3. The system of claim 1, wherein arule definition is based on personal information associated with atleast one of the first user device and the second user device.
 4. Thesystem of claim 1, wherein a rule definition is based on a type of thevoice-based interaction.
 5. The system of claim 1, wherein a ruledefinition comprises substitute information.
 6. The system of claim 5,wherein the substitute information is used to replace a portion ofinformation associate with the voice-based interaction.
 7. The system ofclaim 6, wherein the first plurality of details about the voice-basedinteraction contain the substitute information.
 8. A method for smartmasking of personal information, comprising the steps of: receiving afirst electronic request from a first user device to establish avoice-based connection from the first user device to a second userdevice, the second user device being an enterprise resource associatedwith an enterprise; instantiating a voice-based interaction between thefirst user device and the second user device to fulfill the firstelectronic request from the first user device; retrieving a plurality ofmasking rules from a database, each of the retrieved plurality ofmasking rules comprising a plurality of rule definitions and beingselected for retrieval based at least in part on the voice-basedinteraction; applying a plurality of rule definitions from at least oneof the plurality of masking rules to information associated with thevoice-based interaction; establishing a real-time voice stream betweenthe first user device and the second user device; and storing a firstplurality of details about the voice-based interaction to an interactiondatabase.
 9. The method of claim 8, wherein a rule definition is basedon at least one of the first user device and the second user device. 10.The method of claim 8, wherein a rule definition is based on personalinformation associated with at least one of the first user device andthe second user device.
 11. The method of claim 8, wherein a ruledefinition is based on a type of the voice-based interaction.
 12. Themethod of claim 8, wherein a rule definition comprises substituteinformation.
 13. The method of claim 12, wherein the substituteinformation is used to replace a portion of information associate withthe voice-based interaction.
 14. The method of claim 12, wherein thefirst plurality of details about the voice-based interaction contain thesubstitute information.